Customer Service / Sales Representative

This is a customer service-focused representative. This is not an IT position. The primary responsibilities involve assisting dealers, distributors, and end-users with product inquiries, troubleshooting, and support, rather than performing internal IT functions.

Duties/Responsibilities: 

•  Responds to end-user, dealer, and distributor inquiries regarding new and existing products (including features, pricing, common issues, etc)

• Provide support in troubleshooting and determining source of customer problems. Respond to customer issues in a timely and effective manner whether by telephone, or email.
• Identify, research, and resolve customer issues using the Tech web, tech manuals, departmental training, or Apex.
• Interface with engineering and technical teams to determine long-term solutions to frequent technical problems using the bug tracker or email to alert team of new issues
• Maintain thorough understanding of all products as well as automotive technology in general
• Complete call logs, RMA’s and reports using Apex.
• Work with other teams within the company to ensure our customers experience unmatched service levels
• Conduct outbound calls or email with answers (RMA status, pricing, technical questions)
• Learn customer uses of various products and assist with verifying that their applications work as expected

Qualifications/Required Experience:

• Excellent written and verbal communication skills.
• Ability to maintain concentration while on the phone for 6-8 hrs per day
• Availability to work Monday through Friday
• Strong customer service skills
• Must work as a CSR for at least 3 months or be certified in CSR requirements.
• One year of customer service/technical support experience preferred
• Working knowledge of gas and diesel engines and automotive technology preferred
• Hands-on experience with supported vehicles and/or performance products preferred. Prior experience within the automotive industry a plus
• Demonstrate high level of dependability
• Proficient with MS Excel, MS Word, MS Outlook and Internet. Computer literate with the ability to learn customer service software applications
• Ability to work in a team-oriented environment and learn new ideas/methods quickly
• Should be familiar with basic vehicle functions. Automotive/truck enthusiast a plus