Customer Service Representative II

2 weeks ago

Springfield, Illinois, United States O'Reilly Auto Parts Full time

In the recruitment and hiring process, O'Reilly collects, utilizes, retains, and shares personal information that candidates provide. This information includes your name, contact details, educational background, and work history. O'Reilly commits to using this information solely for recruitment and hiring purposes, in compliance with applicable laws. Please note that your personal information may be shared with third parties, including service providers involved in the recruitment or employment process. By submitting your personal information, you consent to its collection, use, retention, and sharing for the stated purposes.

Aside from the disclosures mentioned above, we do not sell, lease, or otherwise share your information with third parties for any other reasons.

If you have any inquiries or concerns regarding your personal information, please reach out to Human Resources.

Position Title: Customer Service Representative II

Job ID:

Department: Customer Service

Status: Full-Time

Schedule: This is a full-time role; Sunday-Tuesday and Friday-Saturday from 1:30 p.m. to 10 p.m.

The Customer Service Representative II will engage with our online clientele to deliver a friendly and interactive experience, akin to a customer visiting one of our retail locations. Responsibilities include assisting customers with product inquiries, pricing, website navigation, as well as managing online orders, returns, and warranty claims. The Customer Service Representatives play a crucial role in resolving customer conflicts and collaborating with field management to ensure that team members provide exceptional service while minimizing potential losses to the organization.

Key Responsibilities:

  • Facilitate customer access to express concerns or complaints, collaborating with Field Management to address these issues.
  • Receive, respond to, and resolve incoming customer communications, including calls, letters, emails, and survey responses.
  • Assist customers with inquiries related to products, operations, and policies.
  • Work closely with field management to mitigate the company's exposure to liability while fostering positive customer relations.
  • Engage with online customers through live chat, providing support with parts lookup, pricing, order tracking, and warranty assistance.
  • Assist Loss Prevention in monitoring orders for potential fraud and take necessary actions to prevent losses.
  • Monitor product warranty and claim reports, investigating potential quality issues and reporting findings to the Customer Experience Manager.

Qualifications:

  • Exceptional written and verbal communication skills.
  • Ability to understand company policies and operational procedures.
  • Proficient with online applications, including social media platforms and various other tools.
  • Advanced skills in typing, email, spreadsheets, and word processing.
  • Capability to multitask and meet deadlines effectively.
  • High school diploma or equivalent required.
  • Experience in customer service call centers is preferred.
  • Basic knowledge of automotive systems is advantageous.

Benefits:

All full-time team members are eligible for a comprehensive benefits package designed to provide convenience and security for our team members and their families. Programs, resources, and eligibility for benefits may vary based on employment status, average hours worked, location, and length of service. For detailed information regarding benefits, please inquire further.

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