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Career Story: Customer Service Rep At A Computer Repair Store

Customer Service Rep At A Computer Repair Store

Job Title: Genius Admin

Type of Company: My company helps people find transforming solutions to their technological needs. We are committed to enhancing the lives of people so that a computer is not just something for them to read email with but a critical tool in enhancing their lives.

Education: BA, English, St. Anselm •• BA, English, UMass-Dartmouth •• pursued MA, Jewish Studies, Hebrew College (Brookline, MA)

Previous Experience: I ran the children's department at Borders Book, Music and Movies for 2 years. I have a lot of customer service and retail positions that have helped teach me the skills necessary to work with the public.

Job Tasks: I track down repair numbers, log parts in and out for repairs, file paperwork, prepare computers for shipping or check them in when they arrive from external repair houses. I also support the in-store repair staff by working directly with customers and act as a buffer between specialist staff and repair staff. It's not a glamorous job but it is a necessary one. Being able to multi-task is a critical piece of the job.

Best and Worst Parts of the Job: Dealing with panicked customers who are unwilling to listen is the worst. It is never easy to deliver bad news; however, when someone is rude and angry and taking it out on you, it makes me want to vomit.

The best part is when you can tell someone that their unit is repaired and ready for pick-up or let them know there was nothing wrong with their machine. Often times people are so happy to hear everything is working, that you can't help but smile yourself.

Job Tips:
1.) It is just as easy to be a nice guy or a jerk: how do you want people to think of you?

2.) Under-promise and over-deliver makes for happy customers

3.) You're handling people's lives and/or businesses. Of course they're going to be tense. Handle them firmly; put yourself in their place and treat them the way you'd want to be treated in that situation BUT do not take abuse from anyone. No one has the right to berate or insult you no matter how tense they may be.

Additional Thoughts: One of the wonderful things about being in a retail computer position is you have the chance to really change someone's life. There are those that would look down their nose at the retail aspect but being able to assist someone so they can talk to their grandchildren on line is a wonderful thing. There is also something exciting about sitting down with a little kid and helping them learn their A-B-Cs while they wait for their parents' computer to be fixed. Really, the people can make it all worth it.

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