Virtual Repair Solutions Technician

Job Description
JOB SCOPE:
The Virtual Repair Solutions Technician (VRST) is expected to review orders assigned in a queue daily with company provided technology to engage with clients/customers to avoid multiple trips & increase customer satisfaction. Specific goals on contacts & trips saved will be assigned. During their scheduled hours they may also be required to take incoming phone/video calls from Field Technicians & B2B Client warm transfers. Specific Vendor or In Home training may be assigned.
JOB SUMMARY:
The Virtual Repair Solutions Technician (VRST) will work with our B2B Clients/Customers & In-Home Technicians to eliminate multiple trips & drive improvement in customer satisfaction by pre-attempt diagnosis, parts ordering, and technical support to our Field Technicians. This may be achieved through the phone, video, computer & other technologies.
REPORTS TO: Manager, Virtual Repair Solutions
REQUIRED SKILLS:

• Minimum 5 years Residential Appliance technical repair background and electrical knowledge, knowledge of various appliances
• Ability to read, analyze and utilize information in an efficient manner and to interpret all services within manufacturer specifications and In-Home Technician Operating Policies including the ability to read, understand, and navigate through information presented in diagram, blueprints, or other pictorial displays
• Capable of problem solving appliance performance issues remotely utilizing personal experience, OEM websites (Internal/External), and company resources working virtually with the member
• Ability to handle multiple tasks in a fast paced environment, solve problems and follow directions
• Ability to read, write, and type written English (Fluency in Spanish is a plus) well enough to be understood virtually by video, email, phone, and any other expanded communication resource
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Ability to multitask and type at an acceptable pace, using computer systems to input, access, modify or output information for use in time sensitive technical repair support while simultaneously listening and using telephone and headset equipment
• Ability to use common computer applications, web based systems
• Proficient in Windows and Microsoft Office applications
• Effectively perform required job duties in a work from home role with minimal supervision while maintaining a professional environment with a quiet atmosphere
• Demonstrate self-control by maintaining composure and keeping emotions in check even in difficult situations
• Meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
• Ability to adapt and be an advocate for change

Responsibilities/Skills/Experience Requirements
JOB DUTIES/RESPONSIBILITIES:

• Provides technical solutions, including pre-ordering required repair parts on incoming appliance repair requests to expedite an immediate cost effective solution for the business and customer, using video, part identification and part triage while working in a call-center type environment
• Works daily with communication resources (monitor, laptop, cell phone (Wi-Fi Only), chat, email, video conferencing) and internal and/or OEM content websites to part triage, provide a solution, or customer instruct for future service repairs
• Accepts inbound or makes outbound phone calls or chat sessions with customers, B2B Clients and field service techs while exceeding expectations by providing part triage, customer instruction, or repair solution for appliance repair needs
• Meets or exceeds organizational pillars such as: metrics, KPI s, profitability, operations, CSAT scores, and growth plans
• Interacts and communicates with business partners and customers in a consistent professional, courteous and tone appropriate manner that recognizes the potential significant variances in technical aptitude that can occur with new hires, non-technical groups and/or customer interactions and adjusts discussion methods/topics accordingly to accommodate those differences
• Contributes feedback for and/or participates in initiatives related to process improvements, development or implementation of new systems or procedures, new business opportunities and performance improvement strategies
• Adapts to changes in strategic direction for the department, In Home Operations and organization and support a fact based work environment by discussing questions and/or concerns with appropriate leadership and/or making leadership aware of any alternative communication that may influence the work environment in a negative manner
• Adheres to and ensures compliance with all applicable laws, regulations, company policies, company values and code of conduct
• Performs other duties as assigned

JOB REQUIREMENTS:

• High school diploma or equivalent
• 5-10 years of related experience
• Valid Driver License for the State of employment
• 18 years of age or older

PREFERRED SKILLS:

• Possess applicable trade licenses for all supported product categories