Customer Service Agent @ Taunton, MA

COMPANY DESCRIPTION

Empire Auto Parts is a leading, fast-growing provider of aftermarket collision automobile parts to independent body shops, multi-shop operators, and dealer-operated body shops across fifteen states throughout the Northeast and Mid-Atlantic regions.  Founded in 1985 and headquartered in Totowa, NJ, the company has twenty-one locations and employs over 400 team members.

https://www.empireautoparts.com/ 

SCOPE AND RESPONSIBILITIES

Reporting to the General Manager and Customer Service Agent Supervisor, the Customer Service Agent (CSA) is a key link between the company and its customer base of collision repair shops in the region.  Each CSA aims to increase profitable company revenue by identifying, qualifying, establishing, and strengthening relationships with reputable body shops and conveying the company’s value proposition of high-quality parts and exceptional customer service.

The successful candidate will be a capable customer service professional with demonstrated experience in customer engagement.

Specific Responsibilities:

• Answer inquiries via telephone regarding product availability and pricing.  Process order requests using company systems.  Review and confirm online orders as needed.  Process returns and exchange requests.

• Place outbound calls to customers to update order status, verify account information and update business and contact information as needed.

• Answer product information requests and resolve product support problems as these arise.

• Handle customer issues and concerns proactively and promptly, advocating for the customer while adhering to the policies and balancing the needs of the company.

• Listen for customer needs and overcome obstacles or hurdles to securing (more) business from the customer.  Successfully convey benefits and deflect price-centric discussions.

• As appropriate, highlight Empire’s advantages versus competitors, such as high part availability, easy ordering (online/phone/fax), frequent deliveries, and streamlined returns.  Relay company policies and procedures.

• Fully document all interactions with the customer.

KEY SELECTION CRITERIA

• Demonstrated strong verbal and written communication and interpersonal skills, especially in a customer-facing role. 

• Ability to present oneself in a professional, courteous manner, either by phone or by email.

• A track record of successful customer service is desired.

• Solid computer skills are required.

• General knowledge of and interest in automobiles, including parts and functionality, is desired.

• A high school degree or equivalent is required; college experience or degree preferred.

• Multi-lingual skills are desired.

PERSONAL / PROFESSIONAL ATTRIBUTES

• Possesses a friendly and sincere demeanor.

• Exceptional communication skills, including the ability to carefully listen to, understand and follow up on customer requests.

• Able to handle customer issues with precision, professionalism, and courtesy.

• Able to build rapport and credibility with customers.

• Enthusiasm, patience, and a positive attitude.