Post-Purchase Support Specialist

3 days ago


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

As a Post-Purchase Support Specialist at Speedway Motors Inc., you will play a critical role in ensuring customer satisfaction by resolving complex issues related to their purchases.

Your primary responsibility will be to answer escalated inbound phone calls transferred by CX Agents to troubleshoot negative customer order experiences. You will use various tools and resources, including the SOP CRM system, shipping carrier websites, and physical Speedway Motors catalogs, to identify solutions and provide excellent customer service.

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 various tools and resources
  • 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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