Technical Support Agent - PA

CJ Pony Parts, Inc.•Harrisburg, PA

3d•$22 - $22•Onsite

About The Position

The Call Center Automotive Technical Support Agent provides expert post-purchase assistance to customers with questions about automotive parts, product installation, and troubleshooting. This role is critical in ensuring customer satisfaction and reducing returns by helping customers identify installation or compatibility issues before replacement or refund. The agent serves as a knowledgeable resource who can guide customers through proper installation steps, confirm part fitment, and resolve technical concerns efficiently and professionally. The ideal candidate will have a strong understanding of automotive parts, particularly for classic and modern Mustangs, and will be responsible for assisting customers in our showroom, handling inquiries, and processing orders both in-person and over the phone. In addition, this role includes supporting our call center, managing work tickets, and handling live chat interactions to ensure exceptional customer experience.

Requirements

High school diploma or GED; additional education in automotive technology or a related field is a plus.
Minimum of 1 year experience in an automotive retail environment preferred
Proficient in Microsoft Office programs. Basic computer skills, including familiarity with inventory management systems and online ordering platforms.
Knowledge of automotive part identification, fitment, and installation processes required.
Strong knowledge of automotive parts, particularly those related to classic and modern Mustangs.
Excellent customer service skills with a focus on delivering a positive shopping experience.
Ability to multitask and manage time effectively in a fast-paced environment.
Strong communication skills, both verbal and written. Experience with handling phone calls, work tickets, and live chat in a customer service setting.

Nice To Haves

Experience handling customer escalations or return issues preferred.

Responsibilities

Respond to inbound customer inquiries regarding purchased automotive parts, including product specifications, installation procedures, and troubleshooting.
Assist customers in diagnosing installation issues and provide guidance to ensure correct installation/part usage.
Review and evaluate complex return requests to determine if the issue can be resolved without a return (e.g., incorrect installation or misunderstanding of part functionality).
Document all customer interactions, technical findings, and resolutions accurately within the CRM system.
Collaborate with warehouse, quality, and product teams to report recurring issues, part defects, or installation feedback.
Provide product feedback and assist in identifying trends that may indicate product or instruction improvements.
Maintain up-to-date knowledge of automotive parts, installation best practices, and catalog systems.
Support return authorization processes and ensure all steps align with company policy.
Strive to achieve and exceed call center performance metrics, including resolution rate, customer satisfaction, and reduced return volume.
Answer customer questions regarding product specifications, availability, and compatibility.
Process orders, returns, and exchanges efficiently and accurately at the parts counter.
Handle incoming phone calls for the call center, providing expert advice and resolving customer inquiries.
Manage work tickets by tracking, updating, and closing them promptly.
Engage with customers via live chat to provide real-time support and answer questions.
Collaborate with other team members to ensure smooth operations and high customer satisfaction.
Stay up to date on product knowledge, new releases, and industry trends.