Customer Service Specialist

Job Details

Job Location:

Grand Prairie, TX 75050 Position Type:
Full Time Salary Range: $19.00 - $22.00 Hourly Job Category:
Customer Service

A Customer Service Specialist will develop and demonstrate the skills, knowledge, and abilities to provide information and resolutions for customers and consumers. Demonstrating the knowledge of and experience in use of K&N's business management software, the Call Center Queue Phone and Email Management software, displaying a solid understanding of the products and services offered by K&N and its brands. Understand how to follow and where to look for department and company procedures and policies, understand how to navigate the company websites, and understand the information provided on the websites.

This is primarily a remote position; however, Customer Service Department team members are required to live within 75 miles of our office in Grand Prairie, TX and come onsite a minimum of once a month and/or whenever asked to by their supervisor, at no cost to the company. All applicants must have reliable transportation so that they are able to meet the requirement of onsite work in Grand Prairie whenever needed or asked.

• Data entry is a large part of this position
• Operate and navigate the software programs and tools utilized by K&N’s Customer Service Team
• Identify and provide solutions to issues with orders, returns, and general inquiries, including but not limited to overages, shortages, keying errors, shipping issues, and other concerns
• Provide information and assistance about the products and brands we offer
• Manage inbound calls, live chats, and emails in a timely manner - Escalate calls and emails as appropriate
• Provide information or make sales directly to customers via the telephone, through email, or via chat messages
• Respond to customer queries with information about products and services
• Other duties as assigned

A Successful Customer Service Specialist:

• Will possess accurate data entry skills related to the duties and responsibilities of the position
• Will demonstrate an understanding of customer accounts and their details
• Navigates and operates K&N's business management software related to the duties and responsibilities of the position
• Navigates and operates K&N's Call Center Queue Management software
• Navigates and operates K&N's and its brand websites the same as a consumer would
• Identify and effectively communicate information related to the products offered
• Demonstrate proficiency communicating with customers over the phone, via email, and online chat
• Must be able to simultaneously handle multiple duties, manage time, and follow through on assignments with little supervision
• Regularly enters orders and returns with no to minimal errors
• Identify and develop solutions to complex situations
• Manage projects and tasks without supervision
• Can easily retain information and develop out of the box solutions based on standard procedures and practices
• Meets or exceed established standard for agent performance and KPIs

• 1 or more years of high-volume phone and email-based customer service and/or call center experience required
• High School Diploma or equivalent required; some college preferred
• Automotive enthusiasm is highly preferred
• Solid working knowledge of Microsoft Outlook, Word, Excel, and Teams
• Typing and 10-key skills with an emphasis on production and accuracy

• Must maintain a dedicated, secure workspace free from distractions and excessive background noise
• Ensure customer conversations cannot be overheard by unauthorized individuals
• Protect confidential customer and company information, including payment card data, in accordance with PCI and company security requirements
• Maintain a reliable high-speed internet connection capable of supporting company phone and software systems
• Minimum of 40 Mbps upload and download speed required

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.