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Customer Experience Representative - Service center

Job ID 56181 Date posted 05/23/2024 Location: Hollywood, Florida Address 3381 SW 42nd Street

We are BrandsMart – A leading Consumer Electronics and Appliance Retailer in the Southeast. With retail stores in Florida and Georgia and a growing e-commerce presence, BrandsMart USA has a legacy of offering your favorite brands at the lowest prices. We provide our team members the opportunity to reach their full potential in a high-energy, incentive-based environment with competitive benefits. This is much more than a job – it is a career with purpose.


Be part of the Service Center team focused on delivering excellent customer experience to customers and members of the BrandsMart USA team.

Duties and Responsibilities:

  • Professionally and courteously handle incoming calls from customers, technicians, and stores, providing them with information, assistance, and a positive experience
  • Be polite at all times when dealing with customers, show empathy, and take ownership of calls
  • Handle a high volume of incoming calls within service metrics
  • Enter data into software package and vendor portals resulting in scheduled service calls
  • Maintain claims and/or contracts by thorough and accurate documentation of all discussions
  • Make follow-up calls to customers daily to check operation of unit repaired
  • Act as a bridge between customers, vendors, and BrandsMart, facilitating communication, scheduling, and addressing customer inquiries, concerns, or requests related to service
  • Foster a professional working relationship with team members
  • Assist with service center business, attend meetings, and training sessions when required
  • Address customer issues or concerns promptly and effectively, seeking solutions and maintaining a high level of customer satisfaction
  • Handle multiple tasks simultaneously, managing call traffic, and customer inquiries while maintaining professionalism and attention to detail
  • Make informed decisions and problem-solving judgments to resolve issues as they arise
  • Represent BrandsMart USA Service Center in a positive light both internally and externally through sound judgement
  • Perform other duties that may be assigned from time to time

Required Education, Experience, and Certifications:

  • High school diploma or GED equivalent
  • One year of related work experience

Required Skills and Competencies:

  • Proficient knowledge in computer skills: MS Office – Word, Excel, Outlook
  • Ability to multi-task and stay organized
  • Excellent verbal and written communication and organizational skills
  • Ability to work independently as well as in team environment
  • Working knowledge or trainable in service center and retail computer systems 
  • Self-motivated, results-oriented, highly organized, and able to manage multiple ongoing projects and tasks
  • Basic English writing skills and ability to communicate effectively
  • Fluency in spoken English (or another language as may be required) for communication with customers and other persons sufficiently to be understood and to be able to accurately comprehend responses
  • Basic math skills, including multiplication, addition, subtraction and division, necessary to verify amounts and costs of repairs and parts and quantities as may be required
  • Ability to maintain a high level of professionalism in all situations

BrandsMart Total Rewards

Our team members are our greatest asset. As an expression of our appreciation, BrandsMart is proud to offer competitive performance incentives, excellent advancement opportunities, and a distinctive benefits package which includes:

  • Employee assistance program
  • Employee purchase program with exclusive discounts
  • Physical and financial well-being programs
  • 401(k) plan with contribution matching
  • Paid time off, including vacation days, sick days, and holidays
  • Life and disability insurance
  • Medical, dental and vision insurance
  • Pay on Demand

**Benefits vary based on full- and part-time employment status.

About BrandsMart
At BrandsMart, we sell a wide variety of consumer electronics, home appliances, furniture, and accessories throughout the Southeast United States. Our customers shop at BrandsMart for the same reason you should choose us for the next step in your career – our focus on being a premier retail leader and providing a customer experience that is second to none. If you are looking for a company with passion and a dedication to our customers and team members alike, join us today.

BrandsMart is committed to creating a diverse and inclusive work environment, celebrates our team members’ differences, and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, pregnancy, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, military duty, gender expression, genetic information, or any other protected class. Candidates who require accommodation during the recruitment process should contact
BrandsMart is an Equal Opportunity Employer.

LOCATION: Hollywood, Florida View Map