FleetCare Customer Service Support Specialist 2

Full Time Hourly

Salisbury, or Lincoln

Hexagon Agility is the leading designer and producer of clean fuel storage and delivery systems for medium/heavy duty trucks, buses, and specialty vehicles. We offer complete powertrain solutions for vehicles running on compressed natural gas or propane. Providing timely, world-class advice, engineering, installation support, and aftermarket service, we make it easy for our customers to modernize their fleets. We deliver peace of mind, economy, and reliability. To learn more about Hexagon Agility, please visit our website at https://hexagonagility.com/

We are currently seeking a Customer Service Support Specialist 2 to be based at our Salisbury, NC, or Lincoln, NE location who will be the liaison between our company and its current and potential customers. The successful candidate will have a strong customer service background and automotive mechanical aptitude. Key responsibilities include fielding customer inquiries, identifying parts, providing quotations, entering orders, and effectively managing customer communication while keeping customer satisfaction at the core of every decision and behavior.

Responsibilities

• Field incoming phone calls, emails, and web form submissions
• Communicate with customers in a professional and timely manner
• Resolve tickets within company SLA policy
• Identify customers’ needs, clarify information, research issues and provide solutions and/or alternatives, escalate as needed
• Generate quotes and orders
• Communicate customer issues and assistance requirements to internal departments
• Build sustainable relationships and engage customers by going the extra mile and regularly follow up on open issues - over communicate
• Maintain CRM database integrity by entering complete information in a clear, concise, and comprehensible way
• Serve as a mentor and resource for other customer service parts advisors, providing guidance, coaching, and support to facilitate their professional development and success within the team.
• Collaborate with management to develop and implement strategies for improving customer satisfaction and retention, leveraging insights from customer interactions and feedback to drive continuous improvement initiatives.
• Take ownership of escalated customer issues and complaints, ensuring prompt resolution and follow-up to maintain high levels of customer satisfaction and loyalty.
• Analyze trends and patterns in customer inquiries and service requests to identify opportunities for process improvements, efficiency gains, and service enhancements.
• Assist in the development and implementation of customer service policies, procedures, and best practices, ensuring alignment with company objectives and regulatory requirements.
• Act as a liaison between customers and other internal departments, facilitating communication and coordination to address customer needs and resolve issues in a timely and effective manner.
• Contribute to the development and maintenance of knowledge base articles, FAQs, and training materials to support ongoing learning and development initiatives within the customer service team.
• Participate in cross-functional projects and initiatives aimed at improving overall business performance, customer experience, and operational efficiency.
• Stay informed about industry trends, market developments, and emerging technologies in customer service and parts management, proactively seeking opportunities to enhance knowledge and skills.
• Represent the customer service department in meetings, presentations, and discussions with stakeholders, advocating for customer needs and priorities and contributing to strategic decision-making processes.
• Foster a positive and collaborative work environment within the customer service team, promoting teamwork, professionalism, and a customer-centric culture.

Knowledge, Skills, and Abilities

• Strong mechanical aptitude and ability to understand complex mechanical systems
• Excellent people skills with ability to build trusting relationships
• Ability to multi-task, set priorities and manage time effectively
• Ability to solve problems and document actions with attention to detail
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Up to 5% travel may be required

Credentials and Experience

• Previous parts experience, preferably with commercial truck, automotive parts, or similar repair industry experience is a plus
• Previous experience in a customer service/support role
• Experience with CNG, alternative fuels, or other high-pressure fluid systems is a plus
• Minimum High School Diploma, Associates Degree in Automotive Technology preferred
• Minimum 5 years in customer service, automotive service, or similar industry
• Experience with helpdesk software platform (Salesforce, Zendesk, Freshdesk, or similar)
• Proficient with MS Office 365 suite (PowerPoint, Word, SharePoint)
• Proficient with virtual meeting software, especially MS Team

Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.

Disclaimer:
The above statements are intended to indicate the general nature and level of work performed by employees within this position. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job.
Agility Fuel Solutions is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, disability or veteran status.