Customer Service Experience Representative
4 days ago
We are seeking a highly skilled Customer Service Experience Representative to join our team at Speedway Motors Inc. This role involves resolving complex customer inquiries and providing exceptional post-purchase support.
As a Customer Service Experience Representative, you will be the second point of contact for existing customers with post-purchase support questions. Your primary duty will be answering escalated inbound phone calls transferred by CX Agents to troubleshoot negative customer order experiences.
Main Responsibilities:
- Answering escalated inbound phone calls in a courteous and professional manner while building a positive rapport with existing customers who have had a negative order experience
- Troubleshooting customer order issues using the SOP CRM system, shipping carrier websites, and physical Speedway Motors catalogs
- Creating refund credit memos, creating replacement orders, upselling and cross-selling products and services to customers over the phone as needed
- Transferring advanced technical questions to experienced agents in the CX Auto Tech Chapter
- Rarely escalating advanced post-purchase issues to CX Support II and III agents
Requirements:
- 1-2 years of previous experience in a Tier II customer service role
- Experience handling escalated phone calls from customers
- Ability to resolve complex ticket and customer issues
- Excellent data entry, typing skills, and 10 key skills
- Must be able to multitask, using multiple programs simultaneously
- Superior customer service skills (including questioning, verifying, listening, establishing rapport)
Benefits:
- Comprehensive Health, Dental and Vision Insurance
- Retirement Plan with Company Match
- Paid Time Off
- Paid Holidays
- Paid Parental Leave
- Continuing Education Reimbursement
- Wellness Program and Healthy Living Reimbursement
- Discount on Speedway Motors Product, Rent Discount for all Speedway Properties, and Referral Bonuses
Work Environment:
- Constant sitting or standing per desk preference
- Ability to rarely lift and carry
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