CUSTOMER CARE SPECIALIST
: Job Details :

$28/hr + discretionary bonus of up to $1,000 quarterly

About Trafera

It's no secret that technology has changed, especially for schools. Competing and staying successful in an ever-evolving world of digital transformation takes more than just a technology friend, it takes a true technology powerhouse partner.

Based out of Saint Paul, Minnesota with locations in the greater Twin Cities as well Oklahoma, Louisiana, West Virginia, and North Carolina, Trafera is a dynamic and growing company wholly immersed in K-12 and higher education, as well as emerging in SLED marketplaces. We provide and service both new and recertified technology ranging from Chromebooks, desktops, mobiles, servers, storage, and networking hardware to our customers. On top of that, Trafera also provides support to educators and admins to ensure that the technology we sell can be meaningfully integrated into the student learning experience.

We are passionate about serving the needs of not only our customers but also our employees. Working at Trafera, you will be part of an energetic team surrounded by enthusiasm to support K-12 schools. We support open, honest, and transparent communication, continual learning, and employee-driven initiatives. Come join us!

Benefits

Our total benefit package includes:

* Competitive wages

* Time off PTO program

* 401(k) plan with company match and immediate full vesting

* Health, dental and vision insurance

* Salary continuation and life insurances

* 7 paid holidays (plus 2 floating holidays)

* Time off for volunteering

Job Summary

As a Customer Care Specialist, your primary role will be to work as a member of the Customer Care Team to provide a first-class customer experience. You will spend your days directly engaging with customers and collaborating with other departments across the organization to deliver a smooth and positive customer experience in post-sale support.

Position Duties/Responsibilities

* Create and resolve tickets for customer concerns within the company CRM system

* Serve as the main point of contact for initial customer service requests, working to resolve requests at the first point of customer contact

* Generate quotes for all paid repairs, ensuring pricing is accurate to customer

* Work alongside procurement team when paid repair pricing is inaccurate or missing

* Approve/Decline/Remove SROs from paid repair queue based on customer response

* Create customer orders, return orders and service orders as required to manage customer service requests

* Update warranty entitlement on sold serial numbers, creating units in company ERP as required

* Create service orders (SROs) and customer return labels for incoming repair where automation does not automatically generate SRO

* Create parts dispatch orders as required to meet customer needs

* Provide exceptional customer service over the phone, transferring customers to other extensions for support when necessary

* Directly respond to customers' inquiries on orders, tickets, and service orders/service requests

* Proactively identify areas of opportunity for continuous improvement

* Maintain positive relationships with customers, employees, and partners

* Assist with special projects as assigned

Required Skills/Abilities

* Exceptional problem-solving ability, backed by good judgement

* Excellent time management skills with a proven ability to meet deadlines

* Ability to adapt to a changing environment and handle multiple priorities

* The desire and ability to work together, as a team and across the organization, towards the end goal of customer satisfaction

* Strong written and verbal communication skills

* Friendly and empathetic demeanor

* Working knowledge of Microsoft Office Suite

Education and Experience

* High school diploma or equivalent

* Minimum two years customer support experience

Essential and Physical Requirements

* Position is based on-site within the Trafera Arden Hills office and requires the ability to commute daily

* Must be able to remain in a stationary position 80% of the time

* Ability to lift and carry or otherwise move a laptop computer regularly

* Must be able to communicate professionally in email and over-the-phone

EEO Statement

Trafera is proud to be an equal opportunity employer, providing equal opportunity to all employees and applicants based on an individual's qualifications, without regard to race, gender, religion, color, age, national origin, disability, genetic information, sexual orientation, gender identity, familial status, marital status, status with regard to public assistance, local human rights commission activity, amnesty, status as a covered veteran or any other protected factor in accordance with applicable federal, state and local laws.

The hiring process for successful candidates includes successfully completing a team interview and background check. We E-verify all new hires.