Customer Service Rep 1

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

Job summary

Snap-On Tools is looking for a Customer Service representative located in Lincolnshire, IL. Responsibilities include providing support to diagnostics customers through phone and email, handling technical questions, and ensuring customer satisfaction. Candidates should have at least one year of customer service experience, a high school diploma, and automotive troubleshooting skills are preferred. The hourly rate for this position ranges from $20.00 to $25.00, and the role demands effective communication in a fast-paced environment.

Qualifications

• At least 1 year previous Customer Service experience preferred.
• Must possess strong verbal and written communication skills.
• Ability to prioritize and manage multiple tasks under pressure.

Responsibilities

• Provide immediate determination of customer needs and resolve calls appropriately.
• Meet department call metrics and guidelines.
• Handle telephone messages and callbacks within expected timeframes.

Skills

Customer service

Technical troubleshooting

Verbal communication

Written communication

Time management

Education

High School diploma or equivalent

College degree or equivalent experience in Automotive Industry

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, new product registration.

KEY ACCOUNTIBILITY

• Ability to handle a high volume of calls in a quality manner
• Converse with customers politely and attentively and to maintain a professional, helpful attitude at all times.
• Assist customers with common technical questions. This will include basic and advanced software and hardware troubleshooting and operational questions
• Ability to communicate effectively & positive via calls, potentially diffusing escalated situations as needed.

RESPONSIBILITIES

• Provide immediate determination of customer needs. Resolve or route call 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 in- customer management database.
• Responsible for making sure that telephone messages, callbacks, and voicemail messages are handled within expected timeframes.
• Participate in meetings as required.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Fast paced Call Center environment.

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 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 be able to work under pressure

This position has an hourly rate between $20.00 - $25.00

Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran