Repair Sales Specialist

Category Customer Service, Credit & Collections, Admin Job Location Arlington, TX, US Position Type Full-Time/Regular Repair Sales Specialist Radwell International LLC | Repair Operations Full-Time | Hourly | On-site Schedule: Monday–Friday – 8:00am to 5:00pm 3401 Avenue E, Arlington, TX 76003 The Repair Sales Specialist is responsible for managing the repair approval process, customer follow-up activities, Beyond Economical Repair (BER) evaluations, and outsourced repair opportunities. This role serves as a primary point of contact for customers throughout the repair lifecycle, ensuring timely communication, accurate processing, and an exceptional customer experience. The ideal candidate is customer-focused, highly organized, and able to effectively manage multiple priorities while working in a fast-paced environment. Key Responsibilities • Provide exceptional customer service through phone, email, chat, and other communication channels • Manage repair approval requests and customer follow-up activities • Process repair quotes, approvals, and order conversions accurately • Handle incoming customer interactions through Genesys and other communication platforms • Apply appropriate wrap-up and tracking codes following customer interactions • Proactively manage pending requests and follow-up activities to reduce customer wait times • Coordinate with Shipping, Warehouse, Production, Procurement, Accounting, Quality, Receiving, and Sales teams to resolve customer issues and improve processes • Maintain detailed notes and documentation in Genesys, P21, Spectrum, and other systems • Process miscellaneous credits and partial refunds when appropriate • Complete assigned P21 and Spectrum tasks in a timely manner • Escalate customer service concerns to management as necessary • Assist with department projects and process improvement initiatives • Maintain organized records and ensure accurate system updates • Review customer orders, quotes, and account details for accuracy prior to processing • Contact customers regarding repair quotations and approvals • Process rush repairs and pre-approvals within required timeframes • Transfer approved quotes to orders accurately • Process payments, including terms, credit cards, and wire transfers • Manage outsourced repair opportunities by coordinating with customers, vendors, and purchasing teams • Handle BER (Beyond Economical Repair) requests and customer communication • Follow up on repairs pending customer approval in accordance with company procedures • Monitor and process incoming emails from repair-related inboxes • Manage daily in-house summaries and ensure all jobs are in the proper status with updated customer communication • Perform other duties, tasks, or work as assigned Metrics • 90% of incoming phone calls answered • 100% of incoming chats answered • 100% of incoming email interactions responded to • No customer interaction remains unanswered for more than 24 hours • All P21 tasks addressed within 2 business days • Complete approximately 30 outbound calls daily for repair approvals • Complete approximately 20 repair quotations daily Qualifications • Strong customer service skills • Ability to manage multiple priorities in a fast-paced environment • Strong attention to detail and organizational skills • Self-motivated and able to work independently • Ability to collaborate effectively across departments Knowledge & Skills Required • Strong computer proficiency • Ability to multi-task and prioritize workload effectively • Strong attention to detail • Excellent problem-solving abilities • Strong verbal and written communication skills • Ability to work independently and as part of a team • Effective note-taking and documentation skills • Strong time-management skills • Consistent attendance and dependability Education & Experience • High School Diploma or equivalent preferred • 1–3 years of customer service, sales support, or related experience preferred • Experience with P21, Genesys…