Customer Service Rep II

US Diversity Job Search; San Jose (CA); On-site; USD 28,000 - 34,000; Full time

Job summary

Snap-on Diagnostics is seeking a Customer Support Specialist to assist customers and franchisees via inbound/outbound calls, email, and other written correspondence. You will troubleshoot software/hardware, provide product usage guidance, and support upsell/cross-sell opportunities, including new product registrations.

This onsite role in San Jose requires strong communication, the ability to handle a high call volume, and active participation in training to maintain top-tier customer service.

Qualifications

• High school diploma or equivalent required.
• Automotive industry experience preferred.
• 1 year customer service experience preferred.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced call center.

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 the 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

Professional demeanor

Education

High school diploma

Automotive industry experience

Tools

CRM database

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 ACCOUNTIBILITY

• 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 SKILLSEducation:

• 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