Customer Experience Specialist

About the role

This position offers a base hourly rate plus a generous commission structure!

Responsibilities

• Find solutions for our customers. “I do not know” is not in our vocabulary. Every interaction ends with a clear resolution of what is going to be done to help the customer.
• Answer patron general inquiries and provide technical assistance via chat, phone or email.
• Support sales by listening to customers’ needs and suggesting appropriate products that will make the enthusiast happy.
• Monitor, research, and respond to industry forums. If an enthusiast voices a concern anywhere online, we want them to know that we are there for them.
• Absorb shipping claims. Sometimes travel snafus happen; we fix them.
• Process warranty claims. Our customers rely on our warranty program; we ensure a smooth experience.

Requirements

• A High School Diploma/GED required.
• Demonstrated 1-3 years’ experience in Customer Service
• Demonstrated 1-3 years’ experience in the Auto industry

Qualifications

• A keen understanding of how automotive systems, namely cooling, work together and a versed knowledge of car part functionality. You need to be able to ask the right troubleshooting questions in order to offer a path forward.
• Mad multitasking skills. Most of the day you’ll have a phone call coming in, a live chat support session, and three to four web pages open all at once. You are comfortable switching gears.
• A strong sense of empathy. You are attuned to hear the question behind a question. Customers must know that we are on their side and we are here to fix the problem.
• Excellent problem solving skills. You might not know all the answers but you know how to find and communicate the solution.
• An ability to diffuse a frustrated customer’s emotion. It is about patience and immediate relationship building.
• Great typing skills. Everyone live chats now-a-days. The faster you can respond to a customer, the happier they’ll be.
• Strong Microsoft Office and Internet skills and the ability to learn new software systems quickly. These are our key tools to getting our work done.
• Professional English writing and verbal communication skills. You’ll be chatting with customers all day long. You are the voice of Mishimoto.
• Ability to give and receive constructive feedback to ensure the best customer experience possible.
• Teaming skills and positivity. We are Team Mishi, we collaborate, and we lift each other up.

Benefits and Perks

• It’s a gearhead’s dream – Design and develop performance automotive products for the car scene.
• We make way for play – Attend wine and cheese gatherings and hit up our favorite events, from drift to autocross to classic car shows.
• We take a breather – Enjoy an in-house gym, massage chair, and healthy-snack vending machine.
• The workplace is beautiful – Work in an office designed to stimulate creative thinking.
• The employee discounts rock – Get exclusive access to Mishimoto products and discounts from our partners.
• The bennies– Medical, dental, vision, paid time off, 401(k) w/ 4% match, disability pay, and life insurance.
• We score – The bonus program is tied to overall company performance goals.
• Dog Days! Bring your dog to work everyday!