Customer Service Rep 1

Snap-on; Lincolnshire (IL); On-site; USD 28,000 - 34,000; Part time

Job summary

Snap-on is seeking a part-time Customer Support Associate in Lincolnshire, IL to assist Diagnostics customers and franchisees by phone, email, and written communication. You will troubleshoot software/hardware issues and help with product registrations and upselling, all while maintaining high service standards.

The role is on-site, 25 hours per week, with a fast-paced call center environment. Prior automotive industry exposure is a plus.

Qualifications

• High School diploma or equivalent required.
• Automotive knowledge preferred.
• Minimum 1 year of customer service experience preferred.

Responsibilities

• Provide support to Snap-on Diagnostics customers and Franchisees via outbound and inbound calls, e-mail, and other written correspondence.
• Troubleshoot basic and advanced software and hardware questions related to products.
• Assist with up-selling/cross-selling and new product registrations.
• Enter customer interactions into the customer management database and meet call metrics.

Skills

Customer support

Technical troubleshooting

Upselling/cross-selling

Product registration

High volume handling

Written communication

Education

High School diploma or equivalent

Automotive industry knowledge preferred

Job description

Part-Time (25 hours per week) Monday to Friday 9.30 am – 2.30 pm

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

• Part-time position
• M-F (9:30 am to 2:30 pm)
• 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"