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.
§ Fast paced Call Center environment.
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
Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran
Snap-on Incorporated is a leading global innovator, manufacturer, and marketer of tools, equipment, diagnostics, repair information and systems solutions for professional users performing critical tasks including those working in vehicle repair, aerospace, the military, natural resources, and manufacturing. From its founding in 1920, Snap-on has been recognized as the mark of the serious and the outward sign of the pride and dignity working men and women take in their professions. Products and services are sold through the company’s network of widely recognized franchisee vans, as well as through direct and distributor channels, under a variety of notable brands. The company also provides financing programs to facilitate the sales of its products and to support its franchise business. Snap-on, an S&P 500 company, generated sales of $4.7 billion in 2023, and is headquartered in Kenosha, Wisconsin.
