Description

What makes ABW Appliances a better place to work? That’s easy! We’re vibrant, we’re growing, and we’re employee centered. With six locations across the Baltimore and DC Metro area, a 51,000 sq. foot stocked warehouse, and a progressive leadership team, ABW is the professional choice for premium appliances. For decades, we have been the luxury appliance source for multi-family, production, and custom home builders, as well as designers, architects, and other trade professionals. 

ABW Appliances, “Appliances A Better Way” is a family-owned business and has been growing into an industry leader since 1968. Our focus is on providing the best in luxury appliances, quality appliance installation, and dependable service within the Baltimore-DC Metro areas. Now we are bringing our signature high-end service to the retail appliance market, and that’s where you come in…

ABW Appliances is currently seeking a professional, highly self-motivated Customer Care Specialist for our corporate headquarters. Excellent attendance, punctuality and positive attitude are essential for this position and our business.

If you are interested in joining a growing company who is a leader within the industry through providing every client with the best experience from start to finish, then this is the right opportunity for you!

Position Summary:

The Customer Care Specialist will be responsible for addressing inquiries and resolving complaints brought forth by ABW’s clientele. The ideal candidate will be able to provide a higher level of client support by gaining an understanding of the various appliance lines we have to offer and their warranties, as well as providing troubleshooting support for clients. The role will be within an extremely fast-paced, team-oriented environment. 

Essential Functions:

• Interacts with clients via telephone, email, or online chat to provide support and information about the repair of their appliances. 
• Navigate multiple applications to research solutions.
• Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients.
• Schedule Service Technicians based on their designated territories. 
• Provide high level of client care by continuously updating clients on the status of their case, tracking and monitoring backordered parts, and engaging with manufacturers to for concessions/exchanges.
• Maintain product knowledge and expertise. 
• Assess issues and escalate, if needed, to higher levels of client support when needed.
• Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path regarding persistent issues. 
• Contribute to continuous improvement of the client experience by providing suggestions for the betterment of processes.
• Various other duties as assigned.

Qualification Requirements:

• High School Diploma or General Education Degree (GED).
• Minimum of two (2) years’ experience coordinating and scheduling service requests in the appliance industry or a similar contracting industry preferred (i.e. facility services, construction, electrical, plumbing, HVAC).
• Ability to effectively communicate both verbally and in writing.
• Friendly and empathetic demeanor with a high level of professionalism.
• Experience with CRM’s, Google Workspace products, and the use of calendars for self-monitored tracking of cases.
• Ability to learn new technologies quickly and deal with uncertainty.
• Willingness to follow procedures and adhere to policies.
• Ability to multi-task and have solid organizational skills.
• Able to actively listen to customer needs and thrive in a fast-paced environment. 

Position Details:

• Job Type: Full-Time
• Salary: $45,000 – $50,000
• Schedule: M-F, Rotating Saturdays
• Benefits: ABW offers a competitive benefits package which includes medical, dental, vision, 401(k) with company match, short-term and long-term disability, paid leave (vacation, sick and safe leave, and holidays), and more.