Customer Service Associate

1 week ago

Leesburg, Virginia, United States ASE Full time
Job Overview

Salary: Competitive
Position Status: Non-Exempt, Technical Professional, Support
Location: Remote

Job Title: Customer Care Specialist

Department: Customer Care

Reports to: Customer Care Manager

Direct Reports: None

Position Summary:
The Customer Care Specialist is responsible for delivering comprehensive assistance to automotive technicians, employers, and other clients utilizing ASE services. This role focuses on addressing inquiries through various channels, including the myASE portal, phone, chat, and email, to ensure outstanding customer service.

Key Responsibilities:

  • Customer Assistance:
    • Guide customers in purchasing tests, scheduling or canceling appointments, and providing general information regarding ASE testing.
    • Create support tickets for customer issues and ensure timely follow-up and resolution.
    • Respond to customer email inquiries in a prompt and professional manner.
    • Manage live chat sessions to assist customers with various questions.
    • Deliver exceptional service by understanding customer needs and providing accurate and helpful information.
  • Account Management: Assist users in navigating the myASE website, managing company accounts, and resolving login challenges.
  • Technician Certification Management: Update candidate records and assist with inquiries regarding certification status.
  • Application Support: Provide assistance to the renewal app team by addressing customer inquiries and app navigation.
  • Program Support:
    • Offer guidance for xEV Safety Certification tests and the Section 609 Refrigerant program.
    • Assist with ASE Practice Tests and manage related issues.
  • Documentation: Maintain accurate and detailed records of customer interactions and transactions.

Qualifications:

  • High school diploma required.
  • Excellent verbal and written communication skills.
  • Strong problem-solving capabilities.
  • Proficient in typing and general computer usage.
  • Ability to multitask effectively and collaborate in a team environment.
  • Proficiency in English (speaking, reading, and writing); Spanish proficiency is a plus and compensated accordingly.
  • Experience with Zoho One is a plus.
  • Experience with chat support is a plus.

Work Hours and Benefits:

  • Remote position with working hours from 8:30 AM to 5:00 PM Eastern (lunch break from 12:30 PM to 1:30 PM).
  • Two-week virtual training program.
  • Benefits include paid holidays, PTO, 401K, health insurance, and education support.
  • All necessary computer equipment provided.

EEOC Statement:
ASE is committed to fostering a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. ASE is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

About ASE:
At ASE, we prioritize support and cultivate a constructive work environment. We ensure our staff is fully equipped and trained to provide the best service to our community of automotive professionals. Join us in our commitment to excellence and dedication to the automotive service industry.

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