Automotive Technical Customer Service Representative (Tier II) - *On Site*

About the role

Enthusiast Auto Holdings (EAH) is a highly successful e-commerce company in the automotive aftermarket parts industry. EAH serves automotive enthusiast customers and a global network of specialty installer shops through nine enthusiast-focused websites. EAH is owned and supported by Cortec Group, a premier private equity firm, and is expanding its operations, facilities, technology, and leadership.

Responsibilities

• Provide verification of fitment and stock checks for OE, aftermarket, and performance products using RealOEM, Partslink, All Data, AIR, and Dealerspeed.
• Respond to customer inquiries filtered through the technical email inbox, completing 70 tickets each business day with a 3-hour response time.
• Provide customer-centric solutions and technical advice for specific installation inquiries.
• Partner with vendors to provide customers with optimal resolutions.
• Escalate customer concerns to the internal Product Team as needed for website updates including applications and photo updates.
• Provide feedback and mentorship to the internal Customer Service Team to promote growth, efficiency, and customer satisfaction.
• Perform special care validation for replacement orders.
• Conduct shelf checks to compare issues customers are having with other units in stock.
• Verify information against print documentation; escalate batch issues to Bryan Nemet, Evan Merkle, and Gary Sinnett for coordination of red tag actions.

Requirements

• Unrelenting desire to serve customers.
• Technical automotive repair/maintenance experience preferred.
• Excellent oral and written communication skills.
• Professional phone etiquette.
• Strong data entry skills.
• Ability to work in a team environment.
• High School Diploma.
• Computer skills with proficiency in web skills, 10-key, and MS Office.

Pay

$20.00/hour