Customer Service Rep II

Overview

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.

KEY ACCOUNTIBILITY

§ 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.

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.

PHYSICAL DEMANDS/WORK ENVIRONMENT

§ Fast paced Call Center environment.

** On Site Position

QUALIFICATIONS AND SKILLS

Education:

§ High School diploma or equivalent.

§ College degree or equivalent experience in the Automotive Industry preferred.

Years of Experience:

§ At least 1 year previous Customer Service experience preferred.

Other Requirements:

§ Automotive troubleshooting and hands-on repair experience preferred.

§ 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

This position has an hourly rate between $20.00 - $25.00

“Actual compensation may vary based on experience and other factors"

Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran