Customer Support Specialist - Returns Arlington, TX

Repair Sales Specialist

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.

• 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

• 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

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.

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.

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.

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.