About the role
Overview
- 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 ACCOUNTIBILITY
- § 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