Repair Sales & Customer Success Specialist

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 time frames

• 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, Salesforce, ADSI, or Microsoft Office applications is a plus

Radwell Benefits
• Medical, dental, and vision coverage starting Day 1 of employment

• 15 PTO days

• Paid company holidays

• Company-paid short-term and long-term disability

• Company-paid life insurance

• 401(k) with company matching

Work Schedule
This position is scheduled Monday through Friday from 8:00am to 5:00pm. Employees must be logged into all required systems and ready to work at the start of their shift. Overtime and time-off requests must be approved by management.

Radwell International LLC is an equal opportunity employer.