Customer Service & Sales Associate
29 days ago
Wilmington
Job Description Customer Service & Sales Associate (Full-Time) | Wilmington, NC If you enjoy talking to people, learning technology step by step, and helping customers make confident decisions, this role is for you. About Computer Warriors Computer Warriors has two stores located in Wilmington and Jacksonville, North Carolina, offering in-store repairs, residential onsite support, and small business IT services. Our mission is to solve technical frustrations through repairs and creative solutions while educating customers on how to best leverage their technology to stay connected to their world. Our Customer Service & Sales Team is where that mission becomes real. You are the person who sets the tone, asks the right questions, explains options clearly, and helps customers choose repairs, upgrades, protection plans, or replacement options through an educational approach. People stay here because we are local, we move fast, and we do not bury good team members in corporate red tape. You can see your impact on customers and the company every day. About the Position This is a hybrid position that blends customer service and sales. We do educational sales, which means your job is to recommend and guide, and the close happens naturally because the customer understands what they are choosing. You’ll be the person who turns confusion into clarity. You’ll guide customers through repairs and solutions, explain what matters, and help them make smart decisions about their phones, tablets, and computers. You’ll work alongside a team that takes pride in creative problem-solving and doing things the right way. We’re not looking for someone to stand behind a counter. We’re looking for someone who enjoys helping people when they’re frustrated, can stay patient when questions feel basic, and takes ownership of the moment. Most days are back-to-back conversations: phone calls, walk-ins, and follow-ups. On slower days, you’ll stay productive by following up with customers, sharpening product knowledge, and keeping the store ready for the next rush. Schedule: 40 hours per week, Monday–Friday 9:00 AM–6:00 PM. Occasional Saturday shifts 10:00 AM–2:00 PM. Saturdays are rotational, typically 2 Saturdays on, 4 Saturdays off. If you work on a Saturday, you will be given a half-day off during the week. Compensation: $15/hour base + performance bonus. Team members who consistently meet goals typically earn an additional $2 to $5/hour (total $17 to $20/hour). There is no ceiling for growth in income. Benefits • 100% employer-paid dental and vision insurance, • Medical insurance with the company covering 50% of the premium, • 401(k) plan with employer match, • 7 paid holidays annually, • 10 vacation days per year (increasing to 15 days after 3 years), • Additional perks and growth opportunities Growth Opportunities As a Customer Service & Sales Associate, you’ll start by learning our customer conversation flow and check-in process, then build confidence guiding customers through repairs, protection plans, upgrades, and replacement options using an educational approach. You’ll have the opportunity to earn company-sponsored certifications like CompTIA IT Fundamentals and A+. We require at least one year in this role before advancement, and many transitions happen closer to two years depending on openings and performance. As you grow, your path may include moving into a technician role when available, stepping into team lead or leadership responsibilities, supporting admin or operations work, or assisting our small business and B2B initiatives as we continue to expand. Who Thrives Here You will likely do well in this role if you’re comfortable talking with strangers all day and can stay patient with customers who do not understand technology. You’re detail-oriented, willing to follow a process, and motivated by a blend of helping people and earning more through performance. You also take ownership of what you do not know yet, you research it, learn it, and come back better the next time. Phone work should not drain you. People in this role should genuinely enjoy talking to people. What You Will Do Customer Service and Sales (Primary) • Answer inbound calls and help customers take the right next step, • Greet walk-in customers and guide them through repair and purchase decisions, • Ask smart questions to uncover what the customer actually needs, • Explain options clearly, without jargon, and without rushing, • Create tickets accurately, follow the check-in workflow, and collect deposits when required, • Recommend solutions such as screen protectors, protection plans, SSD upgrades, RAM upgrades, and replacement options when appropriate, • Follow up with customers about repairs, upgrades, and replacements, • Handle upset customers by understanding why they are upset and finding a practical solution, • Keep the store is organized, clean, and welcoming, • Help track and manage inventory for accessories and devices Repair and Prep Work (Secondary) (Training provided based on experience) • Perform common phone repairs such as screens, batteries, and charge ports, • Refurbish and set up devices for sale so computers, phones, and tablets are clean, updated, and ready Requirements • High School Diploma or GED, • At least 1 year of customer service and/or sales experience, • Comfortable on the phone and face-to-face, • Self-driven and organized without constant supervision, • Valid driver’s license and reliable transportation To Apply Ready to be part of something that actually helps people every day? If you’re excited about building real skills, grow your income through performance, and make a meaningful impact on customers, we’d love to hear from you.