Repair Service Representative

Overview

Repair Service Representative I

• Entry level customer service representative, handling the processing and oversight for new orders/quotes, product returns, warranty, and resolution of billing and collections issues.
• Responds to routine customer service requests and inquiries.
• Provides feedback to improve processes within Repair Shop to expedite processing of repair orders.
• Routinely interfaces with internal Panasonic Departments for the coordination of internal work packages, reporting status and tracking of jobs to monitor and satisfy customer requirements.
• Processes new orders and quotes, product returns, warranty and resolution of billing and collections issues.
• Routinely monitors the repair cycle for turnaround time conformance.
• Maintains and updates Customer Profiles as customer requirements change.
• Provides feedback to improve processes within Repair Shop to expedite processing of repair orders.

• Must be able to work effectively in teams to satisfy customer requirements.
• Ability to participate in Kaizen Lean action teams, learning and incorporating new concepts in daily work processes.
• Ability to process customer goods through the repair process to conclusion and billing.
• Familiar with repair work procedures, work instructions and quality operating procedures preferred.
• Ability to identify problems that require escalation for quick resolution.
• Ability to perform in high‑stress, high‑pressure environment.
• Excellent written and verbal communication skills for daily communications with internal and external customers for routine customer service issues.
• Working knowledge of Microsoft Office applications.
• Works on assignments that are semi‑routine in nature but recognizes the need for occasional deviation from accepted practice.
• Normally follows established procedures on routine work, requires instruction only on new assignments.

• High School Diploma or equivalent internationally recognized qualification.
• 2 years of customer service/administrative or order administration experience.

• Competitive salary ranging from $19.23 to $32.21 per hour, with potential bonuses and incentives.
• Paid time off: flexible for exempt salaried employees; non‑exempt hourly employees accrue vacation, sick, and personal days with increasing rates over tenure; 11 company paid holidays per year.
• Health insurance options through Aetna and Kaiser (CA & HI) with options for employee only, spouse/domestic partner, and family; dental and vision coverage.
• 401K with 50% match on up to 8% contribution, full vesting from day one.
• Various benefits including wellness program, counseling services, FSA & HSA, life insurance, disability, critical illness, accident, legal assistance, pet insurance, identity theft protection, dependent care, education assistance, commuter program, employee purchase program, and service award program.

Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation.

Pre‑employment drug testing is required for safety‑sensitive positions or as may otherwise be required by contract or law.