Customer Service Representative II-2

Gentex Corporation; Hauppauge (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Profit-sharing bonuses

401(k) match

World-class benefits

Employee stock purchase program

Job summary

VOXX is seeking a Customer Service Representative II to provide advanced support to consumers, dealers, and installers, resolving complex issues and guiding Level 1 colleagues.

You will troubleshoot advanced product and installation problems, handle escalations, process warranty claims, create knowledge base articles, and mentor junior agents while driving process improvements. Strong communication and CRM proficiency are essential to enhance customer satisfaction and loyalty.

Qualifications

• 1–3 years of customer service or technical support experience.
• Strong troubleshooting, communication, and organizational skills.
• Proficiency with Microsoft Office and customer support systems.

Responsibilities

• Troubleshoot advanced product, installation, and technical issues.
• Serve as escalation point for issues not resolved by Level 1 representatives.
• Respond to customer phone calls, emails, and support tickets.
• Provide product recommendations, application guidance, and installation support.
• Process warranty claims and out-of-warranty parts orders.
• Assist with testing new products, firmware, and product improvements.
• Create and maintain technical documentation and knowledge base articles.
• Train and mentor Level 1 representatives.
• Identify trends and recommend process improvements.
• Perform ad hoc projects as directed by management.
• Other duties as assigned.

Skills

Customer service

Technical support

Troubleshooting

Microsoft Office

CRM tools

Zendesk

AS400

Bilingual

Education

High School Diploma or GED

Tools

Zendesk

AS400

Job description

At VOXX, you’ll help create automotive technologies that improve safety, connectivity, and convenience on the road. Join a team focused on innovation and shaping the future of the driving experience.

POSITION OVERVIEW

The Customer Service Representative II provides advanced customer service and technical support to consumers, dealers, and installers. Key aspects of this role include resolving complex product issues, supporting escalations, and assisting in training and mentoring Level 1 representatives.

WHAT YOU’LL DO

• Troubleshoot advanced product, installation, and technical issues.
• Serve as an escalation point for issues not resolved by Level 1 representatives.
• Respond to customer phone calls, emails, and support tickets.
• Provide product recommendations, application guidance, and installation support.
• Process warranty claims and out-of-warranty parts orders.
• Assist with testing new products, firmware, and product improvements.
• Create and maintain technical documentation and knowledge base articles.
• Train and mentor Level 1 representatives.
• Identify trends and recommend process improvements.
• Perform ad hoc projects as directed by management.
• Other duties as assigned.

HOW YOU’LL DO IT

• Individual Efficiency - Effectively managing time and resources so that individual work is completed efficiently.
• Problem Solving - Defining a problem, determining the cause, identifying, prioritizing and selecting alternatives for a solution, and implementing a solution.
• Communicating Effectively - Developing and delivering multi-mode communications that convey clear understanding, taking into account the unique needs of different audiences.
• Maintaining a high level of honesty, integrity, and confidentiality with respect to company matters.
• Complying with all Company policies and procedures, safety regulations, company safety policies and safely perform all duties, including but not limited to, promoting a safe workplace.

WHAT TO BRING

• 1-3 years of customer service or technical support experience.
• Strong troubleshooting, communication, and organizational skills.
• Proficiency with Microsoft Office and customer support systems.

WHAT WILL HELP

• High School Diploma or GED.
• Familiarity with CRM tools (Zendesk, AS400, etc.)
• Bilingual capabilities.

PHYSICAL REQUIREMENTS

Must be able to perform job duties in a stationary, seated position at a desk, operating a computer, phone, and other standard office equipment, for extended periods of time. Familiarity with CRM tools (Zendesk, AS400, etc.).

VOXX is an equal opportunity employer

VOXX extends equal employment opportunities to qualified applicants and employees regardless of an individual’s race, color, religion, national origin, age, sex (including pregnancy, gender identity, and sexual orientation), disability, marital status, military service, height, weight, genetic information, or any other reason protected by law.

Assistance VOXX is committed to working with and providing reasonable accommodation to applicants with disabilities.

For accommodation requests, email us at [e-mail].

VOXX will not discriminate against any qualified individual who can perform the essential functions of the job with or without a reasonable accommodation.

RIGHT TO WORK

Understand your right to work At VOXX, we use E-verify to confirm you're authorized to work in the U.S. E-Verify – English & Spanish Right to Work – English Right to Work – Spanish

Gentex Corporation is a global technology company manufacturing products for the automotive, aerospace, fire protection, and medical industries. The company seeks to attract and retain diverse talent who can help propel the business forward. Gentex fosters an inclusive environment where employees can perform at their best, support each other professionally, and continue to learn and grow. Along with a base salary, employees enjoy profit-sharing bonuses four times a year, receive a 5% 401K match, world-class benefits, and can take advantage of the employee stock purchase program. Gentex headquarters is located near the beautiful shores of Lake Michigan.