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. 

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

Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran