Customer Experience Support Agent I

Speedway Motors • Lincoln, NE

385d

About The Position

The Customer Experience (CX) Support Agent I is a customer service-focused role at Speedway Motors, primarily responsible for handling escalated post-purchase support inquiries from retail customers. This position requires exceptional communication skills and an empathetic approach to resolve customer concerns related to negative order experiences, ensuring customer satisfaction through effective troubleshooting and support.

Requirements

• Proven experience in customer service, preferably in a retail or automotive environment.
• Strong communication skills, both verbal and written, with an empathetic approach to customer interactions.
• Ability to troubleshoot and resolve customer issues effectively and efficiently.
• Familiarity with CRM systems and customer service software, such as Zendesk and JIRA.

Nice To Haves

• Experience with automotive products or services.
• Knowledge of order fulfillment processes and shipping logistics.

Responsibilities

• Answer escalated inbound phone calls transferred by CX Agents to troubleshoot negative customer order experiences.
• Use the SOP CRM system and shipping carrier websites efficiently to troubleshoot customer order issues.
• Utilize physical Speedway Motors catalogs and navigate Speedway Motors websites to answer basic product fitment, technical specification, and availability questions.
• Create refund credit memos and replacement orders as needed, while upselling and cross-selling products and services over the phone.
• Make outbound follow-up calls to Speedway Motors customers occasionally.
• Transfer advanced technical questions to experienced agents in the CX Auto Tech Chapter as needed.
• Use Microsoft Outlook and Microsoft Teams daily for communication with co-workers and customers.
• Create, update, and close service tickets using Zendesk and JIRA related to customer needs and order fulfillment processes.
• 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
• Referral Bonuses
• Growth Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Motor Vehicle and Parts Dealers
• Education Level: No Education Listed