Customer Experience Agent I

Speedway Motors Inc. • Lincoln, NE

8d • Remote

About The Position

The Customer Experience (CX) Agent I is an entry-level member of the CX Sales Chapter and is the first point of contact for Speedway Motors retail customers. This role is sales-focused, and the primary duties are answering inbound phone calls to place customer orders, answer basic product-related questions, and answer questions about the status of previous orders. The CX Agent I is expected to utilize digital web resources while assisting customers over the phone in real-time.

Requirements

• Associate degree OR equivalent experience in customer service.
• Must be able to maintain regular and reliable attendance.
• Excellent data entry, typing, and 10-key skills.
• Must be able to multitask, using multiple programs simultaneously.
• Superior customer service skills (including questioning, verifying, listening, establishing rapport).
• Must be able to interpret written communications and comprehend the English language.
• Able to work independently as well as effectively in a team environment.
• Must have a designated workspace that is free from noise or other distractions to be able to concentrate on our customers’ phone calls.
• Computer equipment is provided. You will be required to be hard-wired to your Internet router while working.

Nice To Haves

• Automotive Experience highly preferred but not required. We provide resources for you to succeed!
• 2 years of customer service experience.

Responsibilities

• Answer inbound calls courteously and professionally while building a positive rapport with current and potential Speedway Motors customers.
• Use computer software efficiently and accurately as the primary tool for entering customer orders.
• Navigate Speedway Motors websites to answer basic product fitment, technical specification, and availability questions.
• Upsell and cross-sell products and services to customers over the phone as necessary.
• Transfer advanced customer technical product question calls, post-purchase order calls, and escalate customer calls to agents in the CX Auto Tech and CX Support chapters when appropriate.
• Occasionally make outbound follow-up telephone calls to Speedway Motors customers.
• Use Microsoft Outlook and Teams daily to interact with co-workers and leadership as well as Speedway Motors customers.
• Create service tickets related to external customer needs and internal order fulfillment processes.
• Constantly work to improve processes; make suggestions for productivity improvements, and optimize employee workflow, while continuing to meet our customers’ needs.
• Maintain regular and reliable attendance.
• Perform all other duties as assigned or needed.

Benefits

• Comprehensive Health, Dental and Vision Insurance
• Retirement Plan with Company Match
• Paid Time Off
• Paid Holidays
• Paid Parental Leave
• Continuing Education Reimbursement
• Wellness Program and Healthy Living Reimbursement
• Discount on Speedway Motors Product, Rent Discount for all Speedway Properties (Lincoln, NE), and Referral Bonuses.
• Growth Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees