Warranty Service Specialist (Remote)

Job Summary

WebstaurantStore, a division of Clark Associates, is looking for candidates to join our company as a Warranty Service Specialist on the Ready Kitchen Warranty team.

The Ready Kitchen Warranty team focuses on providing customers with excellent service and technical support for the Private Label equipment they purchase through all of Clark's various business segments. This role is integral to the growth of our business, and we are seeking motivated candidates who excel in communication, have a passion for hospitality, and possess strong analytical problem-solving skills.

We have two shifts available, so please let us know which one you're interested in in your cover letter.

• Shift 1: 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday
• Shift 2: 7:30 AM – 4 PM ET or local time zone equivalent, Monday through Friday
• 60-Day Training Period: 7:30 AM – 4 PM ET or local time zone equivalent, Monday through Friday

Remote Work Qualifications

• Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
• Access to a home router and modem.
• A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible).
• A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
• The desire and ability to work and communicate with other team members via chat, webcam, etc.
• Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY).

We only accept W-2 candidates, H-1B sponsorship is not available.

Responsibilities

• Make and execute decisions regarding warranty service needs of customer orders
• Provide basic troubleshooting with customers to rule out common issues of user error
• Coordinate and schedule service calls with service providers
• Follow up on warranty service claims to ensure accuracy and customer satisfaction
• Manage relationships with service technician providers, customers, Procurement and others to help resolve equipment warranty issues
• Proactively problem-solve and communicate with appropriate departments when product or customer service issues arise
• Evaluate current processes and suggest any appropriate improvements to increase efficiency and better the customer experience 

Physical Requirements

• Work is performed while sitting/standing and interfacing with a personal computer.
• Requires the ability to communicate effectively using speech, vision, and hearing.
• Requires the regular use of hands for simple grasping and fine manipulations.
• Requires occasional bending, squatting, crawling, climbing, and reaching.
• Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs.

Qualifications

Experience

• Minimum 2 years of experience in a related customer-centric role
• Proficiency with Office 365 (Outlook, Word, Excel, PowerPoint) and Windows system/internet navigation required  
• Excellent verbal and written communication skills; conversational fluency in English required  
• 40 Words Per Minute (WPM) typing speed required 
• Consistent 75mbps download/10mbps upload internet speeds are required 
• The ability to work a training schedule of 7:30 AM – 4 PM ET or local time zone equivalent, Monday through Friday, during the 60-day onboarding period 
• The ability to work 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday, after the 60-day onboarding period 
• The ability to work 7:30 AM – 4 PM ET or local time zone equivalent, Monday through Friday, after the 60-day onboarding period, on an as-needed basis

Education

• This role does not require a degree. We value relevant skills and experience and alignment with our core values above all else.

Desired Traits & Skills

You'll be a great fit if you:

• Seek to understand – you ask great questions and listen empathetically.
• Thrive on collaboration – you make connections naturally and communicate effectively with a variety of audiences.
• Communicate with influence - whether you're speaking with teammates, partners, or customers via Teams, chat, email or phone, you earn their trust.
• Find the path forward – when addressing an unexpected issue, you identify the root cause and move ahead.
• Bring a team-first mindset and intrinsic motivation for excellence.
• Take initiative and hold yourself accountable for results.
• Embrace technology and learn new systems quickly.
• Thrive in a flexible, fast-changing environment.
• Bonus: You know a thing or two about restaurant operations or kitchen equipment and supplies, and if not, you're excited to learn.