Customer Service Rep 1

Snap-on Inc • Lincolnshire, IL

1d • Onsite

About The Position

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.

Requirements

• 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.
• High School diploma or equivalent.
• 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

Nice To Haves

• College degree or equivalent experience in the Automotive Industry preferred.
• At least 1 year previous Customer Service experience preferred.
• Automotive troubleshooting and hands-on repair experience preferred.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees