What are the responsibilities and job description for the CUSTOMER SERVICE ASSOCIATE LEVEL 2 position at Airport Home Appliance?
Customer Service Associate Level 2
Airport Home Appliance – Hayward, CA
Pay Rate: $23.00 per hour
Job Type: Full-Time | Monday–Saturday Operations
About Us
Airport Home Appliance is the largest independent appliance retailer in Northern California, known for providing exceptional service, premium products, and a professional team environment. Our Customer Service department plays a key role in supporting our customers and stores to ensure a smooth post-sale experience from delivery to resolution.
Position Summary
The Customer Service Associate Level 2 is responsible for handling escalated customer inquiries, service scheduling, warranty and refund requests, and order coordination. This role requires strong communication skills, attention to detail, and the ability to collaborate with internal departments including Sales, Logistics, and Dispatch.
You will work within our Customer Service Team to ensure all customer interactions are handled professionally, efficiently, and with follow-through until resolution.
Key Responsibilities
- Handle escalated customer inquiries via phone, email, and Netsuite ticketing system.
- Process refunds, exchanges, and warranty-related cases according to company policy.
- Coordinate with Sales, Warehouse, and Service teams to ensure timely order resolution.
- Review and update customer accounts, orders, and service tickets in NetSuite and DispatchTrack.
- Follow up on pending service or delivery issues to ensure completion and customer satisfaction.
- Support Tier 1 associates by providing guidance and reviewing escalated cases.
- Manage service scheduling and RMA (Return Merchandise Authorization) cases.
- Assist in responding to BBB, Google, Yelp, and survey feedback as assigned.
- Ensure all communications follow company tone, professionalism, and documentation standards.
Qualifications
- Minimum 2 years of customer service experience, preferably in retail or logistics.
- Experience with NetSuite, Zendesk, or DispatchTrack a plus.
- Strong written and verbal communication skills.
- Ability to multitask and manage priorities in a fast-paced environment.
- Problem-solving mindset with attention to detail and follow-up.
- Professional and empathetic demeanor with both customers and coworkers.
Schedule
- Full-time, 5 days per week (Monday–Saturday operations; Sundays off).
- Must be available between 8:00 AM – 7:00 PM.
- Occasional Saturday rotation required.
Compensation & Benefits
- Competitive hourly pay based on experience.
- Health, Dental, and Vision Insurance.
- Paid Time Off and Holiday Pay.
- Employee Discount on Appliances.
- Opportunities for career advancement within the company.
Job Type: Full-time
Pay: $23.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $23
