Customer Service Associate

4 weeks ago

Milford, United States FCP Euro Full time

FCP Euro is hiring a Customer Service Associate for our service center in Milford, CT. Customer Service is at the heart of FCP Euro. It's been a part of our core values since day one and we continue to live and breathe it every day. This position is responsible for researching answers and responding to customer inquiries while upholding our industry-leading standard of service.

FCP Euro is an online automotive parts retailer headquartered in Milford, Connecticut. FCP stands for "Foreign Car Parts," and we specialize in replacement parts for European vehicles. In the past 10 years, FCP Euro has earned a spot on the Inc. 5000 fastest-growing private companies list eight times. Customer service is deeply rooted in our core values. FCP Euro is a customer and technology company, and this unique blended culture has yielded outstanding results worthy of reward and recognition. We are devoted to developing and maintaining user-friendly and accurate automotive catalogs. We have an incredible enthusiasm for what we do, and we are always looking for ways to grow, learn, and improve.

This role can be performed remotely once the initial 30-45-day on-site onboarding process has been successfully completed. Schedule flexibility is expected in this role, including shifts that may include weekend days and/or early morning and evening hours.

Responsibilities and Duties

  • Fielding and responding to customer inquiries predominately via phone as well as email and live chat, scheduled as needed
  • Assisting customers with pre- and post-purchase questions, including order fulfillment, order modifications, order status, UPS claims, order error support, and technical automotive support as needed
  • Adhering to customer inquiry audit criteria as outlined by our Customer Service Quality program
  • Meeting and exceeding all individual goals and KPIs (key performance indicators)
  • Consistent commitment to exceeding customer expectations through empathy and a solution-focused approach
  • Following all departmental Standard Operating Procedures such as requesting refunds, documenting all customer interactions, etc.
Qualifications and Skills
  • 1+ years prior experience in a contact center environment
  • High school diploma or equivalent
  • Experience performing in an environment where KPIs are tracked
  • Strong oral and written communication skills
  • Proficiency in computer applications such as Google Docs, Google Sheets, and Gmail
  • Ability to control multiple priorities in a fast-paced environment
  • Strong attention to detail while maintaining a high degree of accuracy
  • Automotive knowledge/experience preferred but not required
Compensation
  • $19/hr - $23/hr depending on experience
  • Quarterly bonus opportunity of up to $750
Benefits and Perks
  • Monthly Profit Sharing Award Program
  • Medical, Dental, Vision
  • Life, Disability, Critical Illness, Accident
  • PTO (Paid Time Off)
  • 401k with Company Match
  • Exclusive Discount Offerings

No phone calls or agency referrals, please.

FCP Euro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment of any kind on the basis of race, color, religion, sexual orientation, sex, gender identity or expression, national origin, cultural heritage, ancestry, political belief, age, marital status, family status, pregnancy, physical or mental disability, intellectual disability, learning disability, veteran status or any other characteristic protected by the law

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