What are the responsibilities and job description for the Customer Service Agent position at Empire Auto Parts?
The Customer Service Agent is a key link between the company and its customer base of collision repair shops in the region. The Customer Service Agent will play a crucial role in ensuring exceptional customer service and long-term satisfaction of our customers.
Responsibilities:
- Product Expertise: Develop and maintain in-depth knowledge of auto collision parts and products, including features, benefits, and installation.
- Customer Inquiries: Respond to customer questions regarding part compatibility, pricing, availability, and shipping, primarily over the phone.
- Order Processing: Efficiently process customer orders, returns, and exchanges, ensuring accuracy and customer satisfaction.
- Issue Resolution: Handle customer complaints or issues, providing timely solutions or escalating to management when necessary.
- Inventory Awareness: Stay informed about inventory levels and product updates to provide accurate information to customers.
- Collaboration with Teams: Work closely with warehouse, shipping, dispatch, and other departments to ensure seamless order fulfillment.
- Feedback Collection: Collect customer feedback and suggest improvements in products, services, or processes to management
Qualifications/Skills:
- High school diploma or equivalent; automotive parts or collision repair training is a plus.
- Experience in customer service, preferably in the automotive or collision repair industry.
- Strong understanding of automotive parts and their applications.
- Proficiency in CRM software and order management systems.
- Excellent communication and interpersonal skills.
- Technical aptitude with automotive parts and repair processes.
- Attention to detail and accuracy in order processing.
- Strong problem-solving and negotiation skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Bilingual: English and Spanish
- Call Center experience
- Be at least 18 years old
What We Offer:
- Health, Dental & Vision Insurance
- Health Savings Account (HSA) with Employer Contribution
- Optional Life Insurance, Long & Short-Term Disability, Critical Illness, Accident and Hospital Insurance
- 401K Retirement Pla
- Paid Training
- Paid Time Off
- Paid Sick Days
- Paid Holidays, Including 1 Floating Holiday (Your Birthday)
- Weekly Pay
- M-F work week; No weekends
Employee Perks:
- Casual Dress Code
- Teamwork Environment
- Fun Anniversary Party
- Free Company Apparel
- Free Parking
- Employee Recognition
- Free Company Apparel
Empire Auto Parts, LLC is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws.
* Empire Auto Parts participates in E-verify. Link: https://mandatoryview.com/?LicenceId=aff05aa0-caa9-49f7-803f-6dc96b954dd3&ProductType=OnlineApplicant&SubType=PG