Customer Service Rep I

Snap-on•San Jose, CA

1d•Onsite

About The Position

Provide 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 position is performed onsite in a fast-paced call center; remote work is not available.

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 and a professional, helpful attitude.
Determine customer needs promptly and resolve issues or route calls appropriately.
Assist customers with common technical questions, including basic and advanced software and hardware troubleshooting and product-operation questions.
Communicate effectively and positively with customers, including helping to defuse escalated situations as needed.
Meet department call metrics and guidelines provided by the Manager or Supervisor.
Demonstrate passionate customer care in all phases of the role.
Attend internal and third-party training as required.
Collect and enter customer interaction data for each call in the customer management database.
Handle telephone messages, callbacks, and voicemail within expected timeframes.
Participate in meetings as required.