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Job description
Shift: Monday – Friday, 8:00 AM – 5:00 PM PT, flexible
Summary:
The Repair Service Representative role focuses on delivering exceptional customer service related to sales, promotions, installations, and communications within ProCare. The Representative ensures fair and effective resolution of customer complaints in line with consumer laws, while also leading initiatives to educate customers and improve satisfaction. The position plays a key role in analyzing customer feedback and developing action plans to enhance the overall customer experience.
What You Will Do:
- Serve as the primary contact for customer and sales inquiries regarding repairs, providing detailed information on products, pricing, and service options via phone and email.
- Support a repair inquiry phone queue while multitasking across support cases, ensuring timely and professional communication with customers, sales reps, and field personnel.
- Manage repair order intake, approvals, and estimates (triage), ensuring accurate documentation for revenue recognition and compliance with financial policies.
- Collaborate with cross-functional teams to prioritize urgent repairs, escalate critical issues to leadership, and assist with the shared inbox and daily team metrics.
- Communicate policies clearly, resolve service contract discrepancies, and promote ProCare programs during repair-related calls.
- Act as a liaison between customers and internal teams to address technical questions, troubleshoot issues, and ensure effective resolution of repair-related concerns.
- Enter complaint information promptly, support Accounts Receivable with invoice clarification, and maintain excellent customer service in all interactions.
- Demonstrate strong analytical skills, task prioritization, and provide 100% tactical support in a fast-paced environment.
What You Need:
Required:
- High School Diploma or equivalent
- 2+ years of relevant experience
- Microsoft Excel, Word, Access, Outlook, and ERP system experience (including data analysis tools i.e. queries, pivot tables, etc.)
Preferred:
- Experience using SAP, SalesForce, and/or ServiceMax
$20.08/hr. – $32.87/hr., plus bonus eligible + benefits. Individual pay is based on skills, experience, and other relevant factors.
Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program. Financial benefits include: Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance. Stryker offers innovative products and services in MedSurg, Neurotechnology and Orthopaedics that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Depending on customer requirements employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required to obtain various vaccinations as an essential function of their role.
