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Bellevue Washington - Retail Espresso Machine Service Writer
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SeattleCoffeeSam
Senior Member


Joined: 31 Jul 2013
Posts: 1
Location: Seattle
Expertise: I live coffee

Drip: Chemex
Posted Wed Jul 31, 2013, 1:34pm
Subject: Bellevue Washington - Retail Espresso Machine Service Writer
 

July 2013: Baristas with repair skills encouraged to apply

Position: Repair Service Writer, On site in Bellevue, WA
Hours: Full Time; Retail Schedule
Rate: Competitive, DOE

Position Overview
This individual would be responsible for the day-to-day customer interaction in store with repair customers; provide outstanding customer service for repair service issues and escalations, achieve repair service objectives, improve retail repair and technical customer experience.

General Responsibilities

   Create a unique repair service experience for customer in-store
   Responsible for determining & completing repairs that could be done on the spot vs. those repairs that need to go to the repair center
   Managing "waiting for approvals and "waiting for parts"
   Provide work estimates
   Orchestrate repairs going back to the main repair warehouse
   Set up repair orders while the customer waits
   Respond to tech tickets
   Train and interface with customer service on in store customers and technical issues
   Explain the process, what is being charged, if you'd like to pre-approve, parts are in and here is generally what you can expect timeline; in-store order confirmation, warranty information
   Compete "on the spot" easy repairs like un-clogging a grinder, magnet issues, gaskets. Show them the kits and how they could do an easy tune up, such as an Aroma or Via Venezia
   Work with customers to sign off on work performed; parts and components received back and go over details of the repair and discuss repair warranty and/or additional recommendations

Skills & Experience

   Prior technical and repair experience
   Prior experience managing in a retail or customer service environment
   Ability to differentiate through product knowledge and superior customer experience and service

To Apply
Please email us at info@seattlecoffeegear.com with a resume and cover letter that expresses your interest and qualifications for this position. Please be sure to include the following in the subject line of your email: Repair Service Writer
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