Customer Service Agent

Empire Auto Parts; Charlotte (NC); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Health Savings Account (HSA) with Full

Optional Life Insurance

Long & Short-Term Disability

Critical Illness

Accident and Hospital Insurance

401K Retirement Plan

Paid Training

Paid Time Off

Paid Sick Days

Paid Holidays

Weekly Pay

Casual Dress Code

Free Company Apparel

Free Parking

Employee Recognition

Job summary

Empire Auto Parts is seeking a Customer Service Agent to serve collision repair shops in the region. You will be the primary contact, answering questions about parts, pricing, availability and shipping by phone, and ensuring accurate order processing.

You will collaborate with warehouse, shipping, and dispatch teams to fulfill orders, handle returns, and resolve issues quickly. The role requires bilingual English/Spanish, strong attention to detail and a proactive approach to improve products

Qualifications

• High school diploma or equivalent; automotive parts or collision repair training is a plus.
• Experience in customer service, preferably in the automotive or collision repair industry.
• Strong understanding of automotive parts and their applications.
• Proficiency in CRM software and order management systems.
• Excellent communication and interpersonal skills.
• Technical aptitude with automotive parts and repair processes.
• Attention to detail and accuracy in order processing.
• Strong problem-solving and negotiation skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Bilingual: English and Spanish
• Call Center experience
• Be at least 18 years old

Responsibilities

• Product Expertise: Develop and maintain in-depth knowledge of auto collision parts and products, including features, benefits, and installation.
• Customer Inquiries: Respond to customer questions regarding part compatibility, pricing, availability, and shipping, primarily over the phone.
• Order Processing: Efficiently process customer orders, returns, and exchanges, ensuring accuracy and customer satisfaction.
• Issue Resolution: Handle customer complaints or issues, providing timely solutions or escalating to management when necessary.
• Inventory Awareness: Stay informed about inventory levels and product updates to provide accurate information to customers.
• Collaboration with Teams: Work closely with warehouse, shipping, dispatch, and other departments to ensure seamless order fulfillment.
• Feedback Collection: Collect customer feedback and suggest improvements in products, services, or processes to management

Skills

Customer service

CRM software

Bilingual (English/Spanish)

Call center experience

Automotive parts knowledge

Attention to detail

Education

High school diploma

Tools

Order management systems

Job description

The Customer Service Agent is a key link between the company and its customer base of collision repair shops in the region. The Customer Service Agent will play a crucial role in ensuring exceptional customer service and long-term satisfaction of our customers.

Responsibilities:

• Product Expertise: Develop and maintain in-depth knowledge of auto collision parts and products, including features, benefits, and installation.
• Customer Inquiries: Respond to customer questions regarding part compatibility, pricing, availability, and shipping, primarily over the phone.
• Order Processing: Efficiently process customer orders, returns, and exchanges, ensuring accuracy and customer satisfaction.
• Issue Resolution: Handle customer complaints or issues, providing timely solutions or escalating to management when necessary.
• Inventory Awareness: Stay informed about inventory levels and product updates to provide accurate information to customers.
• Collaboration with Teams: Work closely with warehouse, shipping, dispatch, and other departments to ensure seamless order fulfillment.
• Feedback Collection: Collect customer feedback and suggest improvements in products, services, or processes to management

Qualifications/Skills:

• High school diploma or equivalent; automotive parts or collision repair training is a plus.
• Experience in customer service, preferably in the automotive or collision repair industry.
• Strong understanding of automotive parts and their applications.
• Proficiency in CRM software and order management systems.
• Excellent communication and interpersonal skills.
• Technical aptitude with automotive parts and repair processes.
• Attention to detail and accuracy in order processing.
• Strong problem-solving and negotiation skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Bilingual: English and Spanish
• Call Center experience
• Be at least 18 years old

What We Offer:

• Health Savings Account (HSA) with Employer Contribution
• Optional LifeInsurance, Long & Short-TermDisability, Critical Illness, Accident and Hospital Insurance
• 401K Retirement Pla
• Paid Training
• Paid Time Off
• Paid Sick Days
• Paid Holidays, Including 1 Floating Holiday (Your Birthday)
• Weekly Pay
• Casual Dress Code
• Fun Anniversary Party
• Free Company Apparel
• Free Parking
• Employee Recognition
• Free Company Apparel

Empire Auto Parts, LLC is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws.

Loyal

Shows firm and constant support to a cause

Team Player

Works well as a member of a group

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization

Education

Preferred

High School or better.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.