Customer Service Rep II

Job Title

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 Accountabilities

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.

** On Site Position

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

Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran