1A Auto is a high-growth e-commerce company and we pride ourselves on employing the best talent. Each team member brings a unique skill set to the table and collectively have a track record of accomplishing the most challenging of goals. We are an online aftermarket auto parts retailer headquartered northwest of Boston. We are a leader in our market and are positioned for further growth. We offer a great "can-do" culture, a casual work environment, and the opportunity to apply your skills in a rewarding situation.
We are passionate about empowering people to do their own auto repairs. Our company's mission is to make your car projects go smoothly and to become your trusted source for auto parts. We treat our customers like family. And our niche is to provide great value, exceptional customer service, and education to make customers confident in their decision to do their own repairs.
Overview of the Phone Customer Service Representative
The Phone Customer Service Representative will have direct interaction with customers by phone and are responsible for recommending products, resolving inquiries and processing of orders while maintaining a high standard of service and professionalism. Candidates for this position should enjoy repetitive duties with high volume of customer inquiries and exhibit patience and attention to detail as they focus on completing tasks quickly and accurately. This position requires working collaboratively with others in your group and in other departments.
Responsibilities of the Phone Customer Service Representative
Responding to customer calls in a high call volume environment
Working with customers to resolve Issues
Website order processing
Screening for fraud
Handling returns
Ensuring accuracy in the processing of customer orders
Communicating and providing input on customer issues to the Quality department
Document customer issues in an internal system to ensure accurate tracking of improvement efforts
Accountable for performing to department performance metrics
Requirements of the Phone Customer Service Representative
High school diploma or general education degree (GED) and two to three years related customer service experience in a high-volume environment /or equivalent combination of education and experience.
Familiarity with Web Order Fraud Screening
Experienced with Order Management
Detail oriented
Self-directed and self-motivated
Able to work in a quick paced environment
Strong verbal and written communication skills. Ability to respond to common inquiries or complaints from customers. Additionally, have the ability to communicate clearly and concisely with all levels of 1A Auto staff.
Must have problem solving abilities
Excellent computer skills (i.e. MS Office, and Web including eBay shopping).
Knowledge of automotive parts and repair processes a plus
Team Player
Please note: This job description is not all inclusive, but rather is intended to capture the majority of the job functions.