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. KEY ACCOUNTIBILITY   §  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.  RESPONSIBILITIES   §  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 timeframes. §  Participate in meetings as required. PHYSICAL DEMANDS/WORK ENVIRONMENT  §  Fast paced Call Center environment. §  Onsite position.  Remote work is not available. QUALIFICATIONS AND SKILLS 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" Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran