Customer Care Representative

About the role

A Customer Service Role at Snap-on could be for you! Snap-on’s Customer Care Center is currently hiring CSRs to support our franchise network. Our Customer Care Center is a fun, friendly, fast-paced environment where our team provides a World Class Customer Experience via Phone, Email, and Text Message.

Responsibilities

• Receive and resolve customer interactions.
• Expedite orders through production plants, vendors and distribution centers.
• Provide technical product, statement and order management support.
• Add value by offering promotional products on every call.
• Provide Sales Support to customers.
• Leverage continuous improvement tools to identify and implement process opportunities to enhance service and/or improve franchisee productivity.
• Respond to customer requests for quotes and product information.
• Work to resolve customer service issues.
• Process customer orders into ERP system.
• Generate, update and close customer notes in CRM database.

Qualifications

• High school diploma or equivalent.
• Multi-task with accuracy and promptness in a busy call center environment.
• Ability to consistently maintain a professional and positive attitude when dealing with customers and franchisees.
• Proficient data entry skills.
• Computer skills: basic knowledge of Microsoft Office.
• Ability to interface cooperatively with the customer service team and all related departments.
• Ability to remain calm under pressure and work in stressful situations in order to promote good customer relations both within and outside the company.

Benefits and Perks

• $20.50/hour
• Opportunity to earn Sales Bonus ($200-$750) each month
• Hybrid Work From Home program (up to 10 days each month based on metric performance)
• Start with 13 paid vacation days and 1 week paid sick time (accrued based on hire date)
• Employee Assistance Program
• Full medical with options for Dental and Vision
• 401k with company match
• Employee Stock Purchase Program
• Purchase Program
• Pension
• Ability to bid on other shifts based on job performance
• Annual raises and bonuses (dependent on profitability of the business)