Customer Service Rep II

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

Job summary

Snap-on Diagnostics is seeking a customer service specialist to support customers and franchisees by phone, email, and written correspondence. You will troubleshoot both software and hardware issues and assist with product use, registration, and upsell opportunities.

This onsite role requires strong communication and the ability to manage multiple tasks in a fast-paced environment. Responsibilities include meeting call metrics, entering data into the customer management database, and

Qualifications

• High School diploma or equivalent required.
• Automotive industry knowledge preferred.
• Experience in customer service is preferred.

Responsibilities

• Provide support to Snap-on Diagnostics customers and franchisees via calls and email.
• Handle technical troubleshooting and product questions.
• Meet call metrics and document interactions in the CRM.
• Enter customer data and manage timeframes for messages.

Skills

Verbal communication

Written communication

Customer service

Professional demeanor

Multitasking

Call center experience

Automotive troubleshooting

Hands-on repair

Education

High School diploma or equivalent

College degree or equivalent Automotive industry experience

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.
• 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