Customer Service Rep 1 at Snapon in Lincolnshire, Illinois

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.

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