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, incumbents are required to live in TX and come into the office in Grand Prairie, TX at least 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 & Responsibilities:Data entry is a large part of this positionOperate and navigate the software utilized by K&N’s Customer Service TeamIdentify and provide solutions to issues with orders and returns, including but not limited to overages, shortages, keying errors, shipping issues, and other concernsManage 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 detailsIs able to navigate and operate K&N's business management software related to the duties and responsibilities of the positionIs able to navigate and operate K&N's Call Center Queue Management softwareIs able to navigate and operate K&N's and its brand websites the same as a consumer wouldIs able to identify and effectively communicate information related to the products offeredIs able to demonstrate 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 supervisionIs able to regularly enter orders and returns with no to minimal errorsIs able to identify and develop solutions to complex situationsIs able to manage projects and tasks without supervisionExperience, Skills & Education:1 or more years or equivalent of office or inside customer service / call center experience highly preferred1 or more years of experience working in customer service or data entry industry preferredHigh School Diploma or equivalent; some college preferredAutomotive enthusiasm is highly preferredSolid working knowledge of Microsoft Outlook, Word, and ExcelTyping and 10-key skills with an emphasis on production and accuracyWe 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