Customer Service Rep 1

Snap-on Diagnostics Customer Support Representative

Provide support to Snap-on Diagnostics Customers and Franchisees via outbound and inbound phone calls, email, 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