Customer Service Rep 1
Snap-on, Lincolnshire, IL, United States
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 Accountancy
Ability to handle a high volume of calls in a quality manner
Converse with customers politely and attentively and maintain a professional, helpful attitude at all times
Assist customers with common technical questions, including 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 ensuring 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
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
Hourly rate between $20.00 - $25.00
Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran
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Key Accountancy
Ability to handle a high volume of calls in a quality manner
Converse with customers politely and attentively and maintain a professional, helpful attitude at all times
Assist customers with common technical questions, including 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 ensuring 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
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
Hourly rate between $20.00 - $25.00
Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran
#J-18808-Ljbffr