Customer Repair Representative

Customer Repair Representative

Location: Hoffman Estates, IL

The Customer Repair Representative provides knowledgeable, professional support to customers requesting repair services or inquiring about account status. This role plays a key part in ensuring customer satisfaction by resolving issues efficiently and coordinating across multiple departments.

Primary Responsibilities:

• Provide phone support to internal and external customers regarding repair scheduling and account inquiries
• Quote prices and lead times for parts and repairs; respond to customer correspondence via email and web
• Issue and process Return Authorizations (RAs), check repair order status, and maintain accurate documentation
• Serve as a key point of contact between the Customer Support Center and the PCB/Motor Repair, Warehouse, and Service departments
• Provide backup support to other roles within the department as needed
• Assist with technical problem-solving and help train new team members
• Availability to work overtime as required

Requirements:

• High School Diploma or GED
• 3+ years of customer service experience, preferably in a technical, manufacturing, or service-oriented environment
• Experience handling escalated customer issues and complex service requests
• Strong written and verbal communication skills
• Proficiency with Microsoft 365 and general office software
• Experience with ERP systems such as Oracle (or similar)
• Ability to work professionally with individuals at all levels of an organization

Preferred Qualifications:

• Associate degree or equivalent experience
• Experience with Oracle and Five9
• Technical aptitude for identifying parts or components
• Experience with ACD phone/headset systems
• Familiarity with repair, warehouse, or service environments