Customer Experience Specialist

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

Mishimoto is the flagship brand of Resource Intl., the world leader in performance cooling products, was created for automotive enthusiasts by automotive enthusiasts. Established in 2005, we have two decades of experience in working toward our goal of providing superior cooling system upgrades. Mishimoto has produced a line of upgrades to fit nearly any application including, sport compacts, powersports, trucks, Jeeps, muscle vehicles, daily drivers, and the classics.

Mishimoto's corporate headquarters is located in a 67,610 sq. ft. office, warehousing facility and state of the art engineering studio, where we have assembled the industry's cutting-edge tools for evaluating Mishimoto test vehicles in Garnet Valley, PA. This one-of-a-kind facility allows us to maintain a leading position in our industry. With another office in Sparks, Nevada, as well as international locations in Stourbridge, UK and Yangzhou City, China, we have built an unprecedented global infrastructure for the benefit of all our worldwide customers.

Our employees love our workplace because:

• It’s a gearhead’s dream– Design and develop performance automotive products for the car scene.
• 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.
• Dog Days! Bring your dog to work everyday!

Mishimoto is the world leader in performance cooling automotive parts. It is both our commitment to a quality product and excellence in customer service that sets us apart. Our Customer Experience Specialists are on the front lines every day ensuring that any customer question or concern is handled with the utmost professionalism and that a path forward is found. Our Customer Experience Specialists are Team Mishi’s heroes.

Every day, with every call, they create an experience that shapes our reputation in the community.

• 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. Answer patron general inquiries and providing technical assistance via chat, phone or email. Sometimes you’re helping a customer troubleshoot the installation of a radiator or helping select the best intercooler for a customer’s build.
• 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.
• Assist Order Entry with website order verification. Protecting consumers and the company from credit card fraud is critical in today’s economy.
• Oversee shipping claims. Sometimes travel snafus happen; we fix them.
• Process warranty claims. Our customers rely on our warranty program; we ensure a smooth experience.

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

• 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  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.…