Customer Service Rep I

Snap-on Inc; San Jose (CA); On-site; USD 28,000 - 34,000; Full time

Job summary

Snap-on Incorporated in San Jose, CA is seeking a Customer Service Specialist to support Diagnostics customers and franchisees via phone, email and written correspondence. You will handle technical troubleshooting, product usage questions, and up-sell/cross-sell opportunities in a fast-paced onsite call center environment.

The role requires strong communication, automotive knowledge, and the ability to manage multiple tasks with accuracy under pressure.

Qualifications

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

Responsibilities

• Provide immediate determination of customer needs and route call accordingly.
• Meet department call metrics and guidelines.
• Demonstrate passionate customer care in all responsibilities.
• Attend training as required.
• Enter customer interaction data in the customer management system.
• Ensure messages, callbacks, and voicemails are handled within expected timeframes.
• Participate in meetings as required.

Skills

Verbal communication

Written communication

Automotive troubleshooting

Multitasking under pressure

Education

High School diploma or equivalent

Automotive coursework (preferred)

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.
• Onsite position. Remote work is not available.

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

Qualifications

Work Environment:

This position is 100% in-person and is not eligible for remote work.

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

We strongly encourage people of color, the LGBTQ+ community, veterans and active-duty military, parents, individuals with disabilities, and individuals from all cultural backgrounds to apply. Snap-on is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices and laws. Snap-on strictly prohibits and does not tolerate discrimination against applicants, associates, or any other covered persons for any reason including race, ethnicity, religion, color, national origin, sex, age, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local laws.

Snap-on Incorporated is a leading global innovator, manufacturer and marketer of tools, equipment, diagnostics, repair information and systems solutions for professional users performing critical tasks. Products and services include hand and power tools, tool storage, diagnostics software, information and management systems, shop equipment and other solutions for vehicle dealerships and repair centers, as well as for customers in industries, including aviation and aerospace, agriculture, construction, government and military, mining, natural resources, power generation and technical education.

Snap-on also derives income from various financing programs to facilitate the sales of its products. Products and services are sold through the company’s franchisee, company-direct, distributor and internet channels. Founded in 1920, Snap-on is a $4.7 billion, S&P 500 company headquartered in Kenosha, Wisconsin.