Customer Service Rep 1

Snap-on; Lincolnshire (IL); On-site; USD 27,552 - 34,440; Full time

Job summary

Snap-on Diagnostics is seeking a customer service professional to support customers and franchisees via phone, email, and other written correspondence. You will handle technical questions, product usage, and upsell opportunities in a fast-paced on-site call center environment.

Requirements include a High School diploma or equivalent, 1+ year of customer service experience, and strong verbal/written communication. Automotive troubleshooting or hands-on repair experience is preferred.

Qualifications

• High School diploma or equivalent required; automotive background preferred.
• At least 1 year of customer service experience preferred.
• Automotive troubleshooting and hands-on repair experience preferred.
• Strong verbal and written communication skills and professional demeanor.

Responsibilities

• Provide support to Snap-on Diagnostics Customers and Franchisees via calls and emails, including troubleshooting and product guidance.
• Resolve or route customer issues and meet department call metrics and guidelines.
• Document customer interactions in the customer management database and ensure timely messages/voicemail handling.
• Attend trainings as required and participate in meetings as needed.

Skills

Automotive troubleshooting

Hands-on repair experience

Verbal and written communication

multitasking and time management

Education

High School diploma or equivalent

College degree or automotive experience preferred

Job description

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, and new product registration.

KEY ACCOUNTABILITY

• Ability to handle a high volume of calls in a quality manner.
• Converse with customers politely and attentively and maintain a professional, helpful attitude at all times.
• Assist customers with common technical questions, including basic and advanced software and hardware troubleshooting and operational questions.
• Communicate effectively and positively via calls and diffuse escalated situations as needed.

Responsibilities

• Provide immediate determination of customer needs and resolve or route calls 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 into the customer management database.
• Ensure telephone messages, callbacks, and voicemail messages are handled within expected time frames.
• Participate in meetings as required.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Fast‑paced Call Center environment.
• On‑site position.

QUALIFICATIONS AND SKILLS

Education

• High School diploma or equivalent.
• College degree or equivalent experience in the Automotive Industry preferred.

Years of Experience

• At least 1 year of previous Customer Service experience preferred.

Other Requirements

• 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 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.