Customer Service Specialist

Job Description 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.

Essential Duties & Responsibilities 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 assignedA 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 KPIsExperience, Skills &

Education:

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

Remote Work Requirements 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.