Job Description
Job Description
About MobileSentrix
MobileSentrix is a leading supplier of parts, tools, and accessories for the mobile device repair industry. With years of experience serving the phone, iPad, and tablet repair market, we have built our reputation by working directly with wholesalers, repair shops and retailers to address the real challenges they face every day. Our direct-to-customer approach allows us to provide specialized parts and accessories, competitive pricing, and the expert support that repair professionals rely on.
We are looking for a motivated and customer-focused individual to join our growing team as a Customer Service Representative. If you thrive in a fast-paced environment, enjoy solving problems, and have a passion for delivering exceptional service, we want to hear from you.
Position Summary
As a Customer Service Representative, you will serve as the primary point of contact for our customers, assisting them with inquiries, orders, and troubleshooting across phone, email, and live chat channels. Your goal is to deliver prompt, professional, and solution-oriented support that reflects the MobileSentrix commitment to quality and customer satisfaction.
Key Responsibilities
- Maintain a positive, empathetic, and professional attitude toward customers at all times, ensuring every interaction reflects our company values
- Respond to customer inquiries regarding products, services, order status, and account information via phone, email, and live chat
- Create, update, and maintain accurate customer accounts and records in our systems
- Proactively inform customers about current promotions, programs, warranties, and terms of sale to maximize value
- Resolve product or service issues by identifying the root cause, selecting the best solution, and following through to ensure complete resolution
- Handle incoming calls and make outbound calls related to orders, follow-ups, and customer outreach
- Prepare reports by collecting and analyzing customer feedback to identify trends and improvement opportunities
- Collaborate with internal teams including warehouse, shipping, and sales to ensure timely and accurate order fulfillment
- Stay current on product knowledge, industry trends, and company policies to provide accurate and informed support
- Adhere to all company policies, procedures, and quality standards
- Perform additional tasks and duties as assigned by management
Qualifications Required
- 1–2 years of previous experience in a Customer Service Representative role or similar customer-facing position
- Demonstrated ability to handle a high volume of customer interactions throughout the day with consistency and professionalism
- Strong conflict resolution skills with the ability to de-escalate and assist frustrated or confused customers with patience and empathy
- Excellent problem-solving and critical thinking abilities with a proactive approach to finding solutions
- Quick learner with strong research and troubleshooting skills
- Ability to meet and exceed performance goals and key metrics
- Ability to lift and carry 25 to 50 lbs. as needed
- Proficiency with basic computer operations and comfort navigating multiple software applications
- Minimum typing speed of 40 words per minute with accuracy (live chat and email proficiency)
- Fluency in written and spoken English with strong communication skills
Preferred
- High school diploma or GED
- Bilingual abilities are a strong plus (Spanish, or other languages)
- Experience with Microsoft Excel and Word
- Prior experience in the mobile device repair, electronics, or wholesale distribution industry
- Familiarity with CRM software or order management systems
Company DescriptionWe are a distributor of repair parts for wireless devices, including cellphones, smart tablets, game consoles, and laptops. Our goal is to extend the life cycle of wireless devices by providing top-quality parts at competitive prices to our customers.
Company Description
We are a distributor of repair parts for wireless devices, including cellphones, smart tablets, game consoles, and laptops. Our goal is to extend the life cycle of wireless devices by providing top-quality parts at competitive prices to our customers.