Customer Service Rep I

Snap-on Inc•San Jose, CA

1d•$20 - $25•Onsite

About The Position

Provide support to Snap-on Diagnostics customers and franchisees through outbound and inbound phone calls, email, and other written correspondence. Support includes technical troubleshooting, general product use and operation, up-selling and cross-selling, and new product registration. This is an onsite, in-person position in a fast-paced call center environment; remote work is not available. The hourly rate is between $20.00 and $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 to 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.
Interact with customers politely and attentively, maintaining a professional and 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, including helping diffuse escalated situations as needed.
Determine customers’ needs promptly and resolve or route calls appropriately.
Meet department call metrics and guidelines provided by the Manager or Supervisor.
Demonstrate customer care throughout all job responsibilities.
Attend third-party and internal training as required.
Collect and enter data about each customer interaction in the customer management database.
Handle telephone messages, callbacks, and voicemail messages within expected timeframes.
Participate in meetings as required.