Customer Service Representative

INTRODUCTION And WHAT YOU WILL DO (Job Responsibilities)

Work hours:

12:30pm-9pm Monday‑Friday (no weekends). Training hours are 9am‑5:30pm EST for the first 4 weeks; attendance is mandatory.

Remote or hybrid schedule preferred; remote workers are expected to provide professional and responsive service and will be held to the same standards as on‑site employees.

Compensation: $20 per hour base + $1.50 shift differential for shifts starting after 12pm EST + annual Gainshare Bonus.

Customer Service is a critical link between sales and corporate. You will support franchised distributors, district managers, regional managers, and commercial customers by providing accurate product information, pricing, availability, and error‑free ordering.

• Assist franchised distributor customers with tool selection, troubleshooting, pricing, availability, and ordering.
• Handle inbound calls from internal and external sources, providing price, availability, part numbers, application assistance, troubleshooting, and basic credits.
• Provide technical support on product specifications from the Matco Tools catalog and other supplier catalogs.
• Present features and benefits of commissioned daily sale items to franchised distributors.
• Engage in suggestive selling of Matco product lines through deep discounts, close‑out items, and volume buy programs to meet sales goals.
• Input orders using internal ordering software systems.
• Work cross‑functionally with subject matter experts to resolve open questions.
• Perform other responsibilities as assigned.

• High school diploma or GED equivalent.
• Must be able to work 12:30pm‑9pm Monday‑Friday.
• ASE certification, automotive experience, tool experience, or related trade school degree a plus.
• Experience working with general automotive mechanics a plus.
• 1+ years of call center experience or equivalent customer‑facing experience.
• Suggestive sales experience preferred.

• Basic PC and keyboard use.
• Effective verbal and written communication skills.
• Ability to interpret customer issues, troubleshoot, and translate solutions while maintaining a positive attitude.
• Empathy towards customer concerns with a professional demeanor.
• Rapid learning on the job.
• Multi‑tasking in a fast‑paced office environment.
• Responsibility for answering calls as a primary function.
• Capability to perform suggestive sales.

• Competitive hourly pay with shift differential and annual bonus.
• Health, dental, vision, disability, and life insurance.
• Paid time off up to 120 hours, 13 paid holidays (including 3 floating holidays), and paid sick leave.
• 401(k) with company match.
• Hybrid work environment (2 days remote).

Vontier is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex, pregnancy, childbirth and related medical conditions, age, marital status, sexual orientation, gender identity, or expression, and other characteristics protected by law.