Address
SalaryJob Description
A Customer Service Specialist will develop and demonstrate the skills, knowledge and abilities to provide information and resolutions for customers and consumers. Demonstrating the knowledge of and experience in use of K&N's business management software, the Call Center Queue Phone and Email Management software, displaying a solid understanding of the products and services offered by K&N and its brands. Understand how to follow and where to look for department and company procedures and policies, understand how to navigate the company websites, and understand the information provided on the websites. This is a remote position, however candidates that live within 75 miles of the Grand Prairie facility will be expected to come into the office at least once a month.
Essential Duties & Responsibilities:
- Data entry is a large part of this position.
- Operate and navigate the software utilized by K&N’s Customer Service Team.
- Identify and provide solutions to issues with orders and returns, including but not limited to overages, shortages, keying errors, shipping issues and other concerns.
- Manage inbound calls, live chats and emails in a timely manner - Escalate calls and emails as appropriate.
- Provide information or make sales directly to customers via the telephone, through email, or via chat messages.
- Respond to customer queries with information about products and services.
- Other duties as assigned.
A Successful Customer Service Specialist:
- Will possess accurate data entry skills related to the duties and responsibilities of the position.
- Will demonstrate an understanding of customer accounts and their details.
- Is able to navigate and operate K&N's business management software related to the duties and responsibilities of the position.
- Is able to navigate and operate K&N's Call Center Queue Management software.
- Is able to navigate and operate K&N's and its brand websites the same as a consumer would.
- Is able to identify and effectively communicate information related to the products offered.
- Is able to demonstrate proficiency communicating with customers over the phone, via email and online chat.
- Must be able to simultaneously handle multiple duties, manage time, and follow through on assignments with little supervision.
- Is able to regularly enter orders and returns with no to minimal errors.
- Is able to identify and develop solutions to complex situations.
- Is able to manage projects and tasks without supervision.
Experience, Skills & Education:
- 1 or more years or equivalent of office or inside CUSTOMER SERVICE / call center experience highly preferred.
- 1 or more years of experience working in CUSTOMER SERVICE or data entry industry preferred.
- High School Diploma or equivalent; some college preferred.
- Automotive enthusiasm is highly preferred.
- Solid working knowledge of Microsoft Outlook, Word, and Excel.
- Typing and 10-key skills with an emphasis on production and accuracy.
