Automotive Customer Care Specialist 10:00Am-6:30Pm

POSITION SUMMARY:

The Automotive Customer Care Specialist (CCS) is a critical link to strong communications and sales support between our Matco Tools non-franchisee customer or other Automotive Customers within the industry.

The Automotive CCS rep will be providing correct product information, warranty, and pricing as part of their role. The CCS rep will conduct inbound/outbound calling by reaching out to our end user customers who do not have a local Franchisee in their area to assist their need.

The Automotive CCS rep will also support our national technical education schools for any customer service needs as well. The selected candidate will be responsible and driven to conduct sales activities and meet the objectives of our organization’s strategic plans. This may include, but not be limited to, outbound calls to businesses formerly serviced by a franchise owner to continue service in the absence of a franchisee. This person will report to the Customer Care Supervisor.

KEY RESPONSIBILITIES:

• Answer calls and assist with questions from web customers, students, instructors, District and Regional Managers, national accounts, government, and franchise distributors.
• Assist customers with automotive tool selection, toolbox selection, troubleshooting, pricing, availability, and technical specifications.
• Provide technical support concerning information and specifications for products provided in our Matco Tools catalog and catalogs of our other suppliers.
• Perform inbound/outbound suggestive selling of Matco product line through programs such as deep discounts, close-out items, and volume buy in conjunction to meeting individual and department sales goal initiatives.
• Input orders/purchase orders/quotations utilizing internal ordering software systems.
• Work cross-functionally with subject matter experts to resolve open questions.
• Assist customers with warranty, returns, repairs, identification of parts, and new defective products.
• Identify distributors in specific areas. If none assigned, the CCS rep will assist completely.

QUALIFICATIONS:

• High school diploma or GED equivalent
• Must be able to work 10:00 AM - 6:30 PM Monday - Friday
• ASE certification, automotive experience, tool experience, or related trade school degree a PLUS!
• On the job experience in working with general automotive mechanics a PLUS!
• 1+ years of call center experience or equivalent experience in dealing with customers
• Suggestive sales experience

Required Competencies:

• Basic use of PC and keyboard
• Effective verbal and written communication skills
• Ability to interpret customer issues coupled with the ability to troubleshoot and translate issues into resolution while maintaining a positive attitude
• Ability to empathize with customer concerns while maintaining a professional demeanor
• Ability to learn quickly on the job
• Ability to multi-task in a fast-paced office environment
• Ability to answer calls as a primary function of the position

Job Type: Full-time

Pay: $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Hybrid work

Ability to Relocate:

• Stow, OH 44224: Relocate before starting work (Required)

Work Location: Hybrid remote in Stow, OH 44224