Customer Service Rep 1

Responsibilities

• Support Snap-on Diagnostics Customers and Franchisees via outbound and inbound phone calls, e-mail, and other written correspondence.
• Include technical troubleshooting, general product use/operation, up-selling/cross-selling, and new product registration.

Qualifications

• At least 1 year previous Customer Service experience preferred.
• Education: High School diploma or equivalent. College degree or equivalent experience in the Automotive Industry preferred.
• Automotive troubleshooting and hands-on repair experience preferred.
• Strong verbal and written communication skills and a professional demeanor.
• Ability to prioritize, organize, and manage multiple tasks simultaneously with a high level of accuracy and work under pressure.

Skills

• Handle a high volume of calls in a quality manner.
• Communicate effectively and positively via calls, potentially diffusing escalated situations as needed.
• Make immediate determinations of customer needs and resolve or route calls appropriately.
• Meet department call metrics and guidelines provided by Manager or Supervisor.
• Collect and enter customer interaction data for each call in the customer management database.
• Handle telephone messages, callbacks, and voicemail messages within expected timeframes.
• Participate in meetings as required.