Customer Service Experience Representative

4 days ago


Lincoln, Nebraska, United States Speedway Motors Inc. Full time
About the Job

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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