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. Onsite position. Remote work is not available. 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 #J-18808-Ljbffr Talentify