Home Appliance Field/Customer Service Specialist

Overview: This role will work on day-to-day home appliances field service operations, dispatching service calls in service power, with the purpose of reducing overall in home repair turnaround time and quantity of repair tickets completed over 7 days for better customer satisfactions. 

Responsibilities:

• Dispatch home appliances repair calls to proper service providers in service power and follow up with service providers to confirm job status.


• Communicate with service providers of service power and provide instructions on in-home repair process, requirements, submitting requests of additional labor/mileage, issues and status of claims.


• Support service providers of service power with on-site repairs.


• Monitor service power open repair cases on daily basis, follow up with service providers and customers on job status updating.


• Service providers operations and compliances management.


• Assist HA field service director on reviewing additional costs requests, communicate with service providers on decisions.


• Assist HA field service director on reviewing claims and billing.


• Identify service power system and service network/dispatching issues to improve HA field service process and efficiency.


• Provide no tech/coverage cases and inquiries to HA field service network manager for fulfillments.


• Other tasks assigned related to service power service providers/repair calls management.

Requirements:

• 3 years of experience in HA field service or customer service industry.


• Excellent communication and interpersonal skills.


• Detail-oriented with strong organizational skills.


• Ability to work independently and prioritize tasks in a fast-paced environment.


• Adept at handling customer inquiries and providing exceptional customer service.


• Strong technical aptitude with the ability to understand and troubleshoot complex systems.

Hisense USA is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, or genetic information. We comply with all applicable laws regarding equal employment opportunity and affirmatively seek to recruit, develop, and promote qualified individuals from diverse backgrounds. Our company is committed to providing a work environment that is free from discrimination, harassment, and retaliation. We encourage applicants of all ages, races, ethnicities, religions, genders, sexual orientations, and abilities to apply for employment with our company.