Customer Service Representative

Purpose of Job

As a Customer Service Representative (CSR), you bring value to the organization with your ability to handle customer situations, regardless of their difficulty, with grace and ease. The CSR must take ownership of every opportunity presented with a focus on first‑call resolution with a servant’s heart and utmost integrity. The CSR will reinforce the foundation for the Enterprise by delivering quality solutions on a daily basis using Interstate Batteries’ Core Values to guide your behavior.

The CSR’s actions will drive and deliver our "Win 6" philosophy.

• Strategic Partners, Team Member and Customer Support
• Ensure Customer satisfaction by providing the support for all tester lease program related inquiries and needs
• Efficiently research, document, and process necessary information for Return Merchandise Authorizations (RMA)
• Provide product support and education for store personnel
• Effectively enter all contracts, sales, purchase and work orders
• Work and process all emails with accuracy and excellence within the established SLA
• Resolve shipment tracking and delivery issues, keeping in mind cost control measures
• Deliver excellence in researching and prioritizing customer service issues with the goal and objective of solving the issue and exceeding their expectations
• Reporting Produce and analyze reports on various metrics within the Testing & Charging organization
• Implement and monitor strategies developed to meet the objectives of the Interstate Battery Playbook and report the KPI results to key stakeholders

• Must be fluent in English with excellent verbal and written communication skills
• Fluent in Spanish is a plus
• Demonstrate ability to communicate effectively, both oral and written, with all members of the team, distributorship personnel and store personnel
• Must possess superb telephone etiquette and have solid vocabulary and math skills
• Motivated, positive self-starter with pleasant personality and professional demeanor
• Must consistently display ability to interact and converse well with all personality types
• Use logic, reasoning and critical thinking to identify, research, and resolve various issues
• Must display solid organization and time management skills
• Display proficiency with general office machines (PC, copier, fax, etc.) and Microsoft Office components (Outlook, Word, Excel)
• Dependable and consistent performance and attendance
• Battery, automotive or industrial knowledge helpful but not required
• High school diploma or GED is required
• 1‑2 year prior customer service experience preferred, with a proven track record of high standards and service ratings
• Accurate typing at least 35 words per minute
• Ability to multi‑task while maintaining a high level of accuracy

Professional team oriented environment with emphases on high level performance and achievement. This is largely a sedentary role, using a computer and talking on the phone with headset for long periods of time. Interfacing with various departments. Ability to focus in an open work environment with multiple distractions. Business casual work place dress policy. Available for work during full business hours of 7:00am to 7:00pm.

• Comprehensive healthcare benefits and company supported wellness program
• Onsite fitness center (benefits vary by office)
• Professional development opportunities, training, resources and tools
• Competitive pay and bonus structure, saving and investment options that help you reach your financial goals and plan for your future

Interstate Batteries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Interstate Batteries complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Interstate Batteries expressly prohibits unlawful discrimination on the basis of age, race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, medical condition, genetic information, national origin, ancestry, disability (mental and physical), marital status, military status, veteran status, citizenship or any other characteristic protected under applicable local, state or federal law.