Customer Service Rep 1

Snapon; Lincolnshire (IL); Presencial; USD 28.000 - 34.000; A tiempo parcial

Descripción de la vacante

Snap-on Diagnostics is seeking a Part-Time Customer Support Associate to assist customers and franchisees by phone, email, and other written correspondence. Workdays Monday through Friday, 9:30 am to 2:30 pm on site, with responsibilities including basic and advanced software/hardware troubleshooting and upselling opportunities.

The role emphasizes high-volume call handling, professional communication, and timely data entry in the CRM.

Formación

• Education: High School diploma required; college degree preferred in automotive industry.
• Experience: At least 1 year in customer service.
• Other: Automotive troubleshooting experience and strong verbal/written communication skills.

Responsabilidades

• Provide immediate determination of customer needs and route as needed.
• Meet department call metrics and guidelines.
• Demonstrate customer care in all responsibilities.
• Attend trainings as required.
• Enter customer interaction data into CRM accurately.
• Handle messages, callbacks, and voicemails within expected timeframes.
• Participate in meetings as required.

Conocimientos

Customer service

Communication skills

Call handling

Educación

High School diploma

College degree

Descripción del empleo

Overview

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

Hourly rate between $20.00 - $25.00 "Actual compensation may vary based on experience and other factors"