Automotive CX Specialist: Troubleshooting & Support Pro

Mishimoto; Pennsylvania; Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with 4% match

Paid time off

Life insurance

Disability pay

Job summary

Mishimoto is seeking a Customer Experience Specialist to be on the front lines, ensuring every customer interaction ends with a clear resolution. You'll troubleshoot, advise on products, and support sales while building strong relationships across chat, phone, and email channels.

Join Team Mishi to monitor forums, assist with orders, and manage warranty and shipping claims. The role requires empathy, patience, and strong communication in a fast-paced automotive environment.

Qualifications

• High School Diploma or GED required.
• 1–3 years of experience in Customer Service.
• 1–3 years of experience in the Auto industry.

Responsibilities

• Find solutions for customers and end every interaction with a clear resolution.
• Answer inquiries and provide technical assistance via chat, phone or email.
• Support sales by listening to customers and recommending products.
• Monitor industry forums and respond to customer concerns online.
• Assist Order Entry with website order verification and prevent credit card fraud.
• Oversee shipping claims and resolve issues.
• Process warranty claims for a smooth customer experience.

Skills

Customer service

Communication

Multitasking

Empathy

Problem solving

Typing

MS Office

English writing

Education

High School Diploma/GED

Tools

CRM software

Job description

Mishimoto’s mission is to empower automotive enthusiasts through engineered solutions that elevate performance, reliability, and design — enabling them to push their vehicles further with confidence. Our foundation is in performance cooling, but our mission extends to any engineered product that meaningfully improves the vehicles our customers care deeply about. We build for people who are part of the car community — who modify, upgrade, and obsess over their vehicles as a form of self-expression. Our vision is to become the trusted performance partner for automotive enthusiasts worldwide.

Benefits and Perks

Our employees love our workplace because:

• It’s a gearhead’s dream– Design and develop performance automotive products for the car scene.
• The employee discounts rock– Get exclusive access to Mishimoto products and discounts from our partners.
• The bennies – Medical, dental, vision, paid time off, 401(k) w/ 4% match, disability pay, and life insurance.

Customer Experience Specialist

Mishimoto is the world leader in performance cooling automotive parts. It is both our commitment to a quality product and excellence in customer service that sets us apart. Our Customer Experience Specialists are on the front lines every day ensuring that any customer question or concern is handled with the utmost professionalism and that a path forward is found. Our Customer Experience Specialists are Team Mishi’s heroes. Every day, with every call, they create an experience that shapes our reputation in the community.

What You’ll Do

• Find solutions for our customers. “I do not know” is not in our vocabulary. Every interaction ends with a clear resolution of what is going to be done to help the customer.
• Answer patron general inquiries and provide technical assistance via chat, phone or email. Answer patron general inquiries and providing technical assistance via chat, phone or email. Sometimes you’re helping a customer troubleshoot the installation of a radiator or helping select the best intercooler for a customer’s build.
• Support sales by listening to customers’ needs and suggesting appropriate products that will make the enthusiast happy.
• Monitor, research, and respond to industry forums. If an enthusiast voices a concern anywhere online, we want them to know that we are there for them.
• Assist Order Entry with website order verification. Protecting consumers and the company from credit card fraud is critical in today’s economy.
• Oversee shipping claims. Sometimes travel snafus happen; we fix them.
• Process warranty claims. Our customers rely on our warranty program; we ensure a smooth experience.

Your Creds

• High School Diploma/GED required.
• Demonstrated 1-3 years’ experience in Customer Service
• Demonstrated 1-3 years’ experience in the Auto industry

You Must Have:

• A keen understanding of how automotive systems, namely cooling, work together and a versed knowledge of car part functionality. You need to be able to ask the right troubleshooting questions in order to offer a path forward.
• Mad multitasking skills. Most of the day you’ll have a phone call coming in, a live chat support session, and three to four web pages open all at once. You are comfortable switching gears.
• A strong sense of empathy. You are attuned to hear the question behind a question. Customers must know that we are on their side and we are here to fix the problem.
• Excellent problem solving skills. You might not know all the answers but you know how to find and communicate the solution.
• An ability to diffuse a frustrated customer’s emotion. It is about patience and immediate relationship building.
• Great typing skills. Everyone live chats now-a-days. The faster you can respond to a customer, the happier they’ll be.
• Strong Microsoft Office and Internet skills and the ability to learn new software systems quickly. These are our key tools to getting our work done.
• Professional English writing and verbal communication skills. You’ll be chatting with customers all day long. You are the voice of Mishimoto.
• Ability to give and receive constructive feedback to ensure the best customer experience possible.
• Teaming skills and positivity. We are Team Mishi, we collaborate, and we lift each other up.

If the above describes you and your passions, we want to hear from you!

Physical Demands & Working Conditions:

While performing the duties of this job, our reps regularly:

• Sit for extended periods of time without being able to leave the work area
• Listen and understand verbal inquiries via the telephone and computer.
• Clearly express ideas and information by the spoken word.
• Occasionally required to stand; walk and climb or balance.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include ability to adjust focus.

Mishimoto is made up of people with many different backgrounds and lifestyles, and we like it that way. We invite applications from people of all stripes. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences that people imagine to discriminate against one another. Also, if you have a disability, please let us know if there's anything we can do to make the interview process better for you; we're happy to accommodate.