Customer Service Rep 1
Snap-on
Job Title
Provide support to Snap-on Diagnostics Customers and Franchisees via outbound and inbound phone calls, e-mail, and other written correspondence. This support includes, but is not limited to technical troubleshooting, general product use/operation, up-selling/cross-selling, new product registration.
Key Responsibilities
- Ability to handle a high volume of calls in a quality manner
- Converse with customers politely and attentively and to maintain a professional, helpful attitude at all times.
- Assist customers with common technical questions. This will include basic and advanced software and hardware troubleshooting and operational questions
- Ability to communicate effectively & positively via calls, potentially diffusing escalated situations as needed.
Responsibilities
- Provide immediate determination of customer needs. Resolve or route call appropriately.
- Meet department call metrics and guidelines provided by Manager or Supervisor.
- Demonstrate passionate customer care in all phases of job responsibilities
- Attend 3rd party and internal training as required.
- Collect and enter customer interaction data for each call in- customer management database.
- Responsible for making sure that telephone messages, callbacks, and voicemail messages are handled within expected timeframes.
- Participate in meetings as required.
Physical Demands/Work Environment
Fast paced Call Center environment.
Qualifications and Skills
Education: High School diploma or equivalent. College degree or equivalent experience in the Automotive Industry preferred.
Years of Experience: At least 1 year previous Customer Service experience preferred.
Other Requirements: Automotive troubleshooting and hands-on repair experience preferred. Must possess strong verbal and written communication skills and have a professional demeanor. Ability to prioritize, organize and manage multiple tasks simultaneously with a high level of accuracy and be able to work under pressure
This position has an hourly rate between $20.00 - $25.00
Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran