Customer Service Rep 1

Provide support to Snap-on Diagnostics Customers and Franchisees via outbound and inbound phone calls, e-mail, and other written correspondence. This support includes, but is not limited to technical troubleshooting, general product use/operation, up-selling/cross-selling, and new product registration.

• Ability to handle a high volume of calls in a quality manner.
• Converse with customers politely and attentively and maintain a professional, helpful attitude at all times.
• Assist customers with common technical questions, including basic and advanced software and hardware troubleshooting and operational questions.
• Communicate effectively and positively via calls and diffuse escalated situations as needed.

• Provide immediate determination of customer needs and resolve or route calls appropriately.
• Meet department call metrics and guidelines provided by Manager or Supervisor.
• Demonstrate passionate customer care in all phases of job responsibilities.
• Attend 3rd‑party and internal training as required.
• Collect and enter customer interaction data for each call into the customer management database.
• Ensure telephone messages, callbacks, and voicemail messages are handled within expected time frames.
• Participate in meetings as required.

• Fast‑paced Call Center environment.
• On‑site position.

• High School diploma or equivalent.
• College degree or equivalent experience in the Automotive Industry preferred.

• At least 1 year of previous Customer Service experience preferred.

• Automotive troubleshooting and hands‑on repair experience preferred.
• Must possess strong verbal and written communication skills and have a professional demeanor.
• Ability to prioritize, organize and manage multiple tasks simultaneously with a high level of accuracy and work under pressure.

This position has an hourly rate between $20.00 - $25.00.

Actual compensation may vary based on experience and other factors.

Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran.