Customer Care Specialist

$28/hr + discretionary bonus of up to $1,000 quarterlyAbout TraferaIt’s no secret that technology has changed, especially for schools. Competing and staying successful in an ever-evolving world of digital transformation takes more than just a technology friend, it takes a true technology powerhouse partner.Based out of Saint Paul, Minnesota with locations in the greater Twin Cities as well Oklahoma, Louisiana, West Virginia, and North Carolina, Trafera is a dynamic and growing company wholly immersed in K-12 and higher education, as well as emerging in SLED marketplaces. We provide and service both new and recertified technology ranging from Chromebooks, desktops, mobiles, servers, storage, and networking hardware to our customers. On top of that, Trafera also provides support to educators and admins to ensure that the technology we sell can be meaningfully integrated into the student learning experience.We are passionate about serving the needs of not only our customers but also our employees. Working at Trafera, you will be part of an energetic team surrounded by enthusiasm to support K-12 schools. We support open, honest, and transparent communication, continual learning, and employee-driven initiatives. Come join us!BenefitsOur total benefit package includes:Competitive wagesTime off PTO program401(k) plan with company match and immediate full vestingHealth, dental and vision insurance Salary continuation and life insurances7 paid holidays (plus 2 floating holidays)Time off for volunteeringJob SummaryAs a Customer Care Specialist, your primary role will be to work as a member of the Customer Care Team to provide a first-class customer experience. You will spend your days directly engaging with customers and collaborating with other departments across the organization to deliver a smooth and positive customer experience in post-sale support.Position Duties/ResponsibilitiesCreate and resolve tickets for customer concerns within the company CRM systemServe as the main point of contact for initial customer service requests, working to resolve requests at the first point of customer contactGenerate quotes for all paid repairs, ensuring pricing is accurate to customerWork alongside procurement team when paid repair pricing is inaccurate or missingApprove/Decline/Remove SROs from paid repair queue based on customer responseCreate customer orders, return orders and service orders as required to manage customer service requestsUpdate warranty entitlement on sold serial numbers, creating units in company ERP as requiredCreate service orders (SROs) and customer return labels for incoming repair where automation does not automatically generate SROCreate parts dispatch orders as required to meet customer needsProvide exceptional customer service over the phone, transferring customers to other extensions for support when necessaryDirectly respond to customers’ inquiries on orders, tickets, and service orders/service requestsProactively identify areas of opportunity for continuous improvementMaintain positive relationships with customers, employees, and partnersAssist with special projects as assignedRequired Skills/AbilitiesExceptional problem-solving ability, backed by good judgementExcellent time management skills with a proven ability to meet deadlinesAbility to adapt to a changing environment and handle multiple prioritiesThe desire and ability to work together, as a team and across the organization, towards the end goal of customer satisfactionStrong written and verbal communication skillsFriendly and empathetic demeanorWorking knowledge of Microsoft Office SuiteEducation And ExperienceHigh school diploma or equivalentMinimum two years customer support experienceEssential And Physical RequirementsPosition is based on-site within the Trafera Arden Hills office and requires the ability to commute dailyMust be able to remain in a stationary position 80% of the timeAbility to lift and carry or otherwise move a laptop computer regularlyMust be able to communicate professionally in email and over-the-phoneEEO StatementTrafera is proud to be an equal opportunity employer, providing equal opportunity to all employees and applicants based on an individual's qualifications, without regard to race, gender, religion, color, age, national origin, disability, genetic information, sexual orientation, gender identity, familial status, marital status, status with regard to public assistance, local human rights commission activity, amnesty, status as a covered veteran or any other protected factor in accordance with applicable federal, state and local laws.The hiring process for successful candidates includes successfully completing a team interview and background check. We E-verify all new hires.