Customer Service Rep II

Job description

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