Customer Service Rep 1

Snapon; Lincolnshire (IL); On-site; USD 28,000 - 34,000; Full time

Job summary

Snap-on is seeking a qualified on-site Customer Support Representative in Lincolnshire, IL. The role involves assisting automotive customers with technical questions, product use, and up-selling opportunities, primarily via calls, email, and other written correspondence.

Responsibilities include quickly identifying customer needs, routing as needed, meeting call metrics, and maintaining a professional, helpful demeanor. A high school diploma and 1+ year of CS experience are preferred.

Qualifications

• High School diploma or equivalent.
• At least 1 year of customer service experience preferred.
• Automotive troubleshooting and hands-on repair experience preferred.
• Strong verbal and written communication, professional demeanor.
• Ability to multitask and work under pressure.

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.

Skills

Customer Service

Verbal & Written Communication

Time Management

Professional Demeanor

Education

High School diploma

College degree or automotive experience

Job description

Overview

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 ACCOUNTABILITY

• 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 & positively 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.**

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 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 "Actual compensation may vary based on experience and other factors"

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