CUSTOMER SERVICE SPECIALIST

Job DescriptionA Customer Service Specialist will develop and demonstrate the skills, knowledge, and abilities to provide information and resolutions for customers and consumers. Demonstrating the knowledge of and experience in use of K&N's business management software, the Call Center Queue Phone and Email Management software, displaying a solid understanding of the products and services offered by K&N and its brands. Understand how to follow and where to look for department and company procedures and policies, understand how to navigate the company websites, and understand the information provided on the websites.This is primarily a remote position; however, Customer Service Department team members are required to live within 75 miles of our office in Grand Prairie, TX and come onsite a minimum of once a month and/or whenever asked to by their supervisor, at no cost to the company. All applicants must have reliable transportation so that they are able to meet the requirement of onsite work in Grand Prairie whenever needed or asked.Essential Duties & ResponsibilitiesData entry is a large part of this positionOperate and navigate the software programs and tools utilized by K&N’s Customer Service TeamIdentify and provide solutions to issues with orders, returns, and general inquiries, including but not limited to overages, shortages, keying errors, shipping issues, and other concernsProvide information and assistance about the products and brands we offerManage inbound calls, live chats, and emails in a timely manner - Escalate calls and emails as appropriateProvide information or make sales directly to customers via the telephone, through email, or via chat messagesRespond to customer queries with information about products and servicesOther duties as assignedA Successful Customer Service Specialist:Will possess accurate data entry skills related to the duties and responsibilities of the positionWill demonstrate an understanding of customer accounts and their detailsNavigates and operates K&N's business management software related to the duties and responsibilities of the positionNavigates and operates K&N's Call Center Queue Management softwareNavigates and operates K&N's and its brand websites the same as a consumer wouldIdentify and effectively communicate information related to the products offeredDemonstrate proficiency communicating with customers over the phone, via email, and online chatMust be able to simultaneously handle multiple duties, manage time, and follow through on assignments with little supervisionRegularly enters orders and returns with no to minimal errorsIdentify and develop solutions to complex situationsManage projects and tasks without supervisionCan easily retain information and develop out of the box solutions based on standard procedures and practicesMeets or exceed established standard for agent performance and KPIsExperience, Skills & Education:1 or more years of high-volume phone and email-based customer service and/or call center experience requiredHigh School Diploma or equivalent required; some college preferredAutomotive enthusiasm is highly preferredSolid working knowledge of Microsoft Outlook, Word, Excel, and TeamsTyping and 10-key skills with an emphasis on production and accuracyRemote Work RequirementsMust maintain a dedicated, secure workspace free from distractions and excessive background noiseEnsure customer conversations cannot be overheard by unauthorized individualsProtect confidential customer and company information, including payment card data, in accordance with PCI and company security requirementsMaintain a reliable high-speed internet connection capable of supporting company phone and software systemsMinimum of 40 Mbps upload and download speed requiredWe are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr K & N Engineering Inc