Customer Service Consultant providing a link between online and in - store experiences at CarMax. Support customers in their car buying journey through inbound inquiries and sales leads.
About the role
- Customer Experience Technician delivering exceptional service to customers while supporting restaurant technology solutions. Responsible for troubleshooting, installation, and ongoing training in the Boston, MA area.
Responsibilities
- Be the face of PAR service excellence for our customers and deliver a WOW experience at each visit.
- Provide quality support, responsiveness, and customer care.
- Respond to customer calls in accordance with an established Service Level Agreement (SLA).
- Possess a customer-centric attitude while maintaining a high customer service satisfaction rating.
- Troubleshoot, diagnose, and repair units and networks at the customer site.
- Identify, analyze, and repair hardware, software and network failures.
- Provide hardware, software and network installation services.
- Provide on–call emergency service when needed.
- Provide general customer service on the phone and in person.
- Provide ongoing training to customers regarding POS operations and programming.
- Educate customers on preventative maintenance best practices.
- Manage company inventory of parts required to maintain customer equipment, as well as a company vehicle.
- Works with all internal PAR departments to facilitate resolution on customer concerns.
Requirements
- Customer and quality focused technicians eager to learn and make a difference for their customers and develop relationships.
- Ability to apply critical thinking and customer service mindset to make quick decisions independently.
- Self-motivated individuals that have the discipline to work on their own with minimal follow up.
- Ability to listen and communicate with the customer and Help Desk regarding the dispatched service call.
- A minimum of 2 years of experience in the detection, isolation and resolution of problems with microprocessor-based equipment strongly preferred.
- Experience with inventory management.
- Ability to train store management and employees on PAR products.
- Ability to do minor construction type work such has drilling holes and mounting brackets.
- Ability to utilize DOS commands for software reimages and understanding of PC BIOS configurations.
- Understanding of AC power and the effects of a properly grounded AC circuity.
- Familiarity with running and terminating network cabling.
- Potential travel outside your coverage area which may include an overnight or multiple night stay.
- Flexibility to work after hours and weekends as required.
- Associates degree or equivalent experience.
- Clean driver’s license required.
- Ability to climb and work with ladders and ability to lift 50lbs.
- Ability to differentiate colors as part of troubleshooting and adherence to cabling standards.
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