Customer Service Rep II
$20 - $25 per hourSnap-on
Snap-on Diagnostics Customer Support Representative
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.
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.
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.
Fast paced Call Center environment.
Onsite position. Remote work is not available.
High School diploma or equivalent.
College degree or equivalent experience in the Automotive Industry preferred.
At least 1 year previous Customer Service experience preferred.
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
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