Customer Service Rep 1

Snap-on • Lincolnshire, IL

4d • Onsite

About The Position

The Customer Service Rep 1 provides support to Snap-on Diagnostics customers and franchisees through inbound and outbound phone calls, email, and other written correspondence. Support includes technical troubleshooting, guidance on general product use and operation, up-selling and cross-selling, and new product registration. The role handles customer needs, resolves or routes inquiries, and records interaction details in a customer management database.

This is a part-time, on-site position in a fast-paced call center, scheduled Monday through Friday from 9:30 a.m. to 2:30 p.m. The hourly rate is $20.00–$25.00; actual compensation may vary based on experience and other factors.

Requirements

• High school diploma or equivalent.
• Strong verbal and written communication skills and a professional demeanor.
• Ability to prioritize, organize, and manage multiple tasks simultaneously with a high level of accuracy and work under pressure.

Nice To Haves

• College degree or equivalent experience in the automotive industry.
• At least one year of previous customer service experience.
• Automotive troubleshooting and hands-on repair experience.

Responsibilities

• Handle a high volume of calls while maintaining quality.
• Communicate politely and attentively with customers and maintain a professional, helpful attitude.
• Assist customers with common technical questions, including basic and advanced software and hardware troubleshooting and operational questions.
• Communicate effectively and positively by phone, potentially diffusing escalated situations as needed.
• Determine customer needs promptly and resolve or route calls appropriately.
• Meet department call metrics and guidelines provided by the Manager or Supervisor.
• Demonstrate passionate customer care in all phases of job responsibilities.
• Attend third-party and internal training as required.
• Collect and enter customer interaction data for each call in the customer management database.
• Handle telephone messages, callbacks, and voicemail messages within expected timeframes.
• Participate in meetings as required.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED