Customer Service Rep II

Overview

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, new product registration.

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

• § Provide immediate determination of customer needs. Resolve or route call 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 in- customer management database.
• § Responsible for making sure that telephone messages, callbacks, and voicemail messages are handled within expected time frames.
• § Participate in meetings as required.

• § Fast paced Call Center environment.
• § Onsite position. Remote work is not available.

Education:

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

Years of

Experience:

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

Other Requirements:

• § 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 be able to work under pressure

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

“Actual compensation may vary based on experience and other factors"