Customer Service Support-Friction

AutoPartSource, LLC.; Richmond (VA); On-site; USD 42,000 - 55,000; Full time

Job summary

MOMENTUM USA INC is seeking a Customer Service Support professional to respond to inquiries, resolve issues, and maintain detailed customer records. The role requires strong communication, problem-solving, and CRM proficiency in a fast-paced automotive environment.

Responsibilities include collaborating with sales and technical teams, updating product knowledge, and helping shape customer service policies and training initiatives.

Qualifications

• High school diploma or equivalent; an associate degree in a related field is preferred.
• Minimum of 2 years of customer service experience, automotive industry preferred.
• Experience with CRM systems and customer service software.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat, providing accurate information about automotive products and services.
• Resolve customer complaints efficiently by identifying root cause and implementing appropriate solutions.
• Maintain detailed records of customer interactions in the customer service database.
• Collaborate with sales and technical support to address complex customer issues and ensure a cohesive approach.
• Keep up-to-date with product knowledge and industry trends to provide informed responses and recommendations.
• Assist in the development and implementation of customer service policies and procedures.
• Participate in training sessions to continuously improve customer service skills and knowledge.
• Monitor customer feedback and provide insights to management for improving products and services.

Skills

Communication

Problem-solving

Attention to detail

Multitasking

Teamwork

Interpersonal skills

Independent work

Education

High school diploma or equivalent

Associate degree preferred

Tools

CRM systems

Microsoft Office Suite

Job description

Job Purpose:- The Customer Service Support role at MOMENTUM USA INC is dedicated to delivering exceptional service to our automotive clients by addressing their inquiries, resolving issues, and ensuring a seamless customer experience. This position is pivotal in maintaining customer satisfaction and loyalty through effective communication and problem-solving skills.Key Responsibilities:- Respond promptly to customer inquiries via phone, email, and chat, providing accurate information and assistance regarding automotive products and services.- Resolve customer complaints efficiently by identifying the root cause and implementing appropriate solutions, ensuring customer satisfaction.- Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints in the customer service database.- Collaborate with other departments, such as sales and technical support, to address complex customer issues and ensure a cohesive approach to customer service.- Keep up-to-date with product knowledge and industry trends to provide informed responses and recommendations to customers.- Assist in the development and implementation of customer service policies and procedures to enhance the overall customer experience.- Participate in training sessions and workshops to continuously improve customer service skills and knowledge.- Monitor customer feedback and provide insights to management for improving products, services, and customer interactions.Required Education:- High school diploma or equivalent; an associate degree in a related field is preferred.Required Experience:- Minimum of 2 years experience in a customer service role, preferably within the automotive industry.- Proven track record of handling customer inquiries and resolving issues efficiently.- Experience with CRM systems and customer service software.Required Skills and Abilities:- Excellent verbal and written communication skills.- Strong problem-solving abilities and attention to detail.- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.- Proficient in Microsoft Office Suite (Word, Excel, Outlook).- Strong interpersonal skills with the ability to build rapport with customers.- Ability to work independently as well as part of a team.- Familiarity with automotive products and services is a plus.