Customer Service Rep II

Snap-on; San Jose (CA); On-site; USD 27,552 - 34,440; Full time

Job summary

Snap-on is seeking a customer support representative to assist Diagnostics Customers and Franchisees via phone, email, and other written correspondence. Responsibilities include basic to advanced software/hardware troubleshooting and up-selling.

On-site position in a fast-paced call center. Requires strong communication skills, ability to manage multiple tasks, and comfort with automotive-related topics. Prior automotive experience preferred.

Qualifications

• High School diploma or equivalent.
• College degree or automotive industry experience preferred.
• At least 1 year of customer service experience.
• Automotive troubleshooting experience preferred.
• Strong verbal and written communication skills.

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.
• Ensure telephone messages, callbacks, and voicemail messages are handled within expected timeframes.
• Participate in meetings as required.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Education

High School diploma or equivalent

College degree or automotive experience preferred

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 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