Customer Service Rep II

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. ** 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 “Actual compensation may vary based on experience and other factors" Snap-on is an

Equal Opportunity

Employer, Minority/Female/Disabled/Veteran