Customer Service Representative (Call Center) *ON SITE*

Enthusiast Auto Holdings; Wadsworth (OH); On-site; USD 32,000 - 44,000; Full time

Benefits offered by this job

Employee referral bonus

Visa gift cards

Advancement opportunities

Enjoyable work environment

Job summary

Enthusiast Auto Holdings (EAH) is a leading e-commerce company serving automotive enthusiasts with parts, content and support to bring their vehicles to life. We operate nine enthusiast-focused websites and a global network of installer shops, backed by a private equity partner and ongoing ERP/WMS/OMS upgrades.

We are hiring a Customer Service Representative to deliver a best-in-class experience, handle inbound calls, chats and emails, resolve order issues, verify orders and assist with

Qualifications

• 1-2 years of related Call Center and Customer Service experience
• Excellent internet computer skills
• Excellent problem solving and organizational skills
• Basic vehicle knowledge

Responsibilities

• Serving our customers well by offering a best-in‑class experience
• Call Center Tasks – handling inbound phone calls, chats and emails
• Resolving customer order issues (Returns, warranty, tech support)
• Order Verification and Payment Support
• Data entry
• Other tasks as necessary

Skills

Call Center experience

Customer service experience

Internet skills

Problem solving

Organizational skills

Vehicle knowledge

Tools

Internet skills

Job description

Customer Service Representative:

Enthusiast Auto Holdings (EAH) is a highly successful e-commerce company in the automotive aftermarket parts industry. EAH goes to market via nine enthusiast focused websites (banners) - ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, RCI Off-Road and EVANNEX. EAH serves automotive enthusiast customers who are passionate about how their vehicle looks and performs, by providing the parts, content, knowledge and support to make their vehicle come to life. We also serve a global network of specialty installer shops that solve for customers looking for a "Do it For Me" option. EAH’s leadership team has delivered strong organic growth with market-leading profitability. EAH has also completed multiple acquisitions and plans continued expansion of its served markets via acquisition.

EAH is owned and supported by Cortec Group, a premier private equity firm. Cortec has invested millions of dollars to expand EAH’s operations, facilities, technology, and leadership. Among other investments, EAH has recently completed a significant facility expansion at its primary distribution center and is in the process of implementing enterprise-level ERP / WMS / OMS systems.

EAH is now seeking to strengthen the organization with a Customer Service Representative as the business continues to scale.

• $500 Employee Referral Bonus Awards


• Monthly employee recognition awards of Visa gift cards


• Company double-digit revenue growth


• Opportunities for advancement


• Enjoyable work environment

Daily Tasks:

• Serving our customers well by offering a best-in‑class experience


• Call Center Tasks – handling inbound phone calls, chats and emails


• Resolving customer order issues (Returns, warranty, tech support)


• Order Verification and Payment Support


• Data entry


• Other tasks as necessary

What does Success Look Like?

• Providing every customer with a best in class experience!


• Living by our values in all that you do.


• Communication – Transparency – Collaboration – Trust – Respect


• Ensuring that we make lasting, positive impressions with every customer that we interact with to drive brand loyalty and trust.


• Maintaining Contact Center goals:


• 1.5% Abandon rate (phones)


• 30 second wait times (phones)


• 3-hour response times (email/indirect messages)

Requirements

Preferred Qualifications:

• 1-2 years of related Call Center and Customer Service experience


• Excellent internet computer skills


• Excellent problem solving and organizational skills


• Basic vehicle knowledge