Position Title: Service Network, Parts Specialist (Part Time)

Employee Status: Hourly/Non-Exempt

Reports To: Call Center Supervisor

Location: North Richland Hills, TX

Who you are:

You are as passionate about company culture and values as we are. You want to put all of your strengths and talents to work, not just to support products and warranties, but to positively impact our customers and partners. You value the "bigger picture,” and you pursue self-awareness and emotional intelligence. You want to be coached and develop new skills while offering your unique perspective and expertise to advance the mission of ProtectAll & HealthySleep.

Our Mission: To provide the highest quality, most innovative, consumer-centric products and services in the industry.

Why you want to work here:

• We offer competitive compensation
• Paid time off
• Floater day
• Company paid holidays
• Community volunteer opportunities
• Hybrid schedule (after initial training period)
• Intentional career mapping for employee advancement
• Flexible, part time schedule

What you’ll do:

As the Service Network, Parts Specialist you will build and maintain a professional rapport with customers, service technicians, dealers, and manufacturers. You must be proficient in procuring parts for furniture, major appliances, and consumer electronics. Competency in multiple industries is a plus. As the Service Network, Parts Specialist you will also manage queues, order parts, respond to emails/telephone calls, follow up on shipments, and monitor inventory levels. You will communicate clearly, accurately, professionally, and consistently answer questions both internally and externally.

Responsibilities:

• Process/submit part inquiries to dealers and manufacturers
• Part ordering via internal and external portals
• Locate and order parts via third party channels via the internet
• Order adjustable base parts via manufacturers
• Identify discrepancies and trends regarding parts
• Handle inbound calls with efficiency and accuracy
• Assist with monthly and year to date reporting
• Adjudicate claims to determine coverage and resolution
• Communicate and share knowledge with coworkers via email and chat
• Use strong decision making and analytical abilities to evaluate claims
• Review service technician reports and photos for processing claims
• Communicate clearly and professionally in both written and oral communication
• Establish and maintain a professional rapport with internal and external customers, including Retailers, Training Teams, and Service Technicians
• Follow up with customers through outbound calls, callback, email and all alternate channels made available regarding claim resolution
• Demonstrate a passion for exceptional customer service

What you bring:

• High school diploma or equivalent; some college coursework preferred
• 2+ years customer service experience ideal
• Excellent telephone etiquette
• Strong spoken and written communication skills
• Computer and technology literacy including Microsoft Office and ability to learn industry-specific software
• Ability to multi-task while maintaining great attention to detail
• Superb organization and follow-up skills
• Problem-solving, conflict resolution, and negotiation abilities
• Previous claims processing experience

• Bilingual (English & Spanish) preferred, not required
• Employment contingent on successful completion of a background check and drug test

Work Environment & Schedule:

This role works in a high volume, inbound call center. The Protection Service Center Hours are from 9:00 a.m. until 8:00 p.m. Monday – Saturday (multiple shifts). The noise level in the environment is moderate and the role requires significant multi-tasking. During the initial training and nesting period, employee will be required to be on-site at North Richland Hills headquarters between 8:00-5:00. After the first 90 days, the employee will be reviewed and if they are meeting company metrics and expectations, may have the option to transition into a hybrid schedule.

Who we are:

At ProtectAll & HealthySleep, we are industry leaders in protection plans and top of bed products. We are changing the way people buy and use their furniture, mattresses, appliances, electronics, and much more. At ProtectAll, we know "oops" happens, so we help consumers protect their investments and provide exceptional customer service when things do break. Everything we do at ProtectAll is designed around the customer, so they can get back to enjoying their lives - and their purchases - without the hassle of traditional warranties.

We believe ProtectAll is an extension of our partners' brand. We work together to optimize the plans our clients want to offer, then deliver an exceptional experience to their customers — because they’re our customers, too. Through our state-of-the-art training systems, we don't just teach you how to process claims, we teach you how to support customers too. We make protection plans simple by providing superior support, easy-to-use customer portals, and a robust system that provides transparency into the entire lifecycle of the product, claim, and customer experience.

We're proud of our robust history, with 30+ years of experience, over 10 million customers served, and providing products to over 2,500 retail locations we're no strangers to the service industry. We know the intentional company culture that we cultivate spills over to our partners and positively impacts all of our employees.

At ProtectAll, we are passionate and intentional about our Core Values and seek committed individuals who pursue the same:

• Honesty and Integrity
• Do what is right and fair
• Treat ALL people with respect
• Exceed our customers' expectations
• Be a great place to work
• Give back

*Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. ProtectAll does not discriminate in employment opportunities or practices on the basis of race, color, sex, national origin, age, disability, or any other characteristic protected by law as it applies to businesses.

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