Customer Service Representative - Auto Part Returns (Remote)
Company: Turn5
Location: Fort Worth
Posted on: April 24, 2024
Job Description:
Overview
WHO IS TURN5?
Turn5 is one of the largest and fastest growing e-commerce
retailers in the Greater Philadelphia area. - Best known for our
award-winning e-commerce platforms, AmericanMuscle.com,
ExtremeTerrain.com, and AmericanTrucks.com, we've been engaging
muscle car, truck, and off-road enthusiasts with exceptional
products, services, and experiences since 2004. With the
acquisition of Eckler's in 2022, a pioneer in classic car
restoration & modification for over 60 years, Turn5's catalog of
brands has expanded to now offer aftermarket automotive products
for vehicles as classic as the Model T.
Our purpose, however, extends beyond selling car parts. We have a
commitment to creating meaningful customer experiences at every
step of their journey. Whether it's supplying a unique product that
customizes the look and feel of their ride, providing thousands of
educational videos for the DIYer or leveraging user generated
content to inspire even the most experienced owner, we are obsessed
with ensuring we reach as many like-minded gearheads across the
globe.
POSITION SUMMARY
Under the direction of the Sales Management Team, the -Tech Support
Specialist -aids our customers through their automotive accessories
pre-purchasing & post-purchasing experience. Essential in assisting
with and mitigating customer returns through troubleshooting,
product education, and vendor outreach and issue resolution. -
QUALIFICATIONS
- Education: High school diploma or an equivalent combination of
education and experience.
- Advanced and/or expert automotive knowledge. Extensive and
advanced understanding of automotive parts and accessories in most,
if not all, supported vehicles.
- Ability to maintain professionalism and use tact when dealing
with difficult customers
- Proficiency in computer keyboarding and internet skills (i.e.,
Microsoft Word, Excel) -
- Excellent organizational skills with the ability to handle
multiple tasks simultaneously.
- Oral and written communication, interpersonal skills.
- Ability to prioritize workload and meet deadlines.
- Upon hire, successful completion of the Turn5 customer
service/sales new hire training program
- Bi-lingual a plus
PERKS & BENEFITS
- Health Insurance: -Medical, dental, and vision coverage
-
- Financial: -401(k)/Roth plans with generous company
match!
- Work Life Balance: -PTO (Paid Time Off), paid holidays, Paid
Parental Leave, travel assistance & confidential life services
(i.e., counseling, consultation & wellness services), YMCA
membership reimbursements
- Automotive Enthusiast Program:
- Employee Discounts -- -All Turn5 employees are eligible for up
to 50% off products on our 4 websites: AmericanMuscle.com,
ExtremeTerrain.com, AmericanTrucks.com, and Ecklers.com. Employees
are also eligible for up to 20% off Special Orders from WheelPros
and Turn14. -
- Vehicle Mod Program - Own a vehicle we sell parts for? All
Turn5 employees are eligible for an annual $250 reimbursement for
designated products on AmericanMuscle.com, ExtremeTerrain.com, and
AmericanTrucks.com to help you continuously mod one of your
vehicles. -
- Race Reimbursements -- -Love going to car shows and races? All
Turn5 employees are eligible for annual reimbursements for car show
registration/admission fees. -
- Additional Benefits: Health Flexible Spending Accounts (FSA) &
Dependent Care Accounts (DCA), Short-Term Disability (100%
covered!) & Voluntary Long-Term Disability, Basic Life/AD&D
Insurance (100% covered - up to 1x annual salary!) & Voluntary
Additional Life Insurance, Pet Insurance
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Takes incoming calls, text messages, emails, and chats
concerning all automotive accessories from customers who are
inquiring about our products or interested in returning product,
inquiring about product installation, etc. in order to save the
sale.
- Answers technical questions/educates internal representatives &
customers, providing purchasing suggestions when
necessary.
- Displays professional, courteous demeanor when interacting with
internal representatives or customers. Provides prompt feedback and
support to our customers and representatives.
- Has advanced knowledge of products and applications allowing
for predictive troubleshooting, i.e., asking and answering
questions the customer may not know.
- Contacts vendors and/or manufacturers when necessary to assist
with technical issues, shipments missing pieces, and/or potential
issue resolutions.
- Handles escalated customer issues when appropriate.
- Efficiently enters and processes orders/returns.
- Builds rapport with customers to foster repeat business & own
their experience with Turn5 up to and including service-related
issues.
- Continues education through company sponsored programs,
improving expertise in product knowledge as well as skills to
communicate with and educate the staff members they are supporting
most effectively.
- Meets performance expectations of the position regarding
customer service quality, customer contacts, SLA times,
etc.
- Notifies Sales leadership team of trends or problems
encountered.
- Participates in special projects and performs various other
duties as assigned. -
ESSENTIAL JOB FUNCTIONS -(As required by the Americans with
Disabilities Act - To be performed with or without reasonable
accommodation)
- Visual and hearing capability.
- Ability to sit for long periods of time.
- Ability to maintain attendance as defined by company
policy.
- Ability to work under pressure in order to meet strict
deadlines.
- Ability to operate general office equipment i.e. fax machine,
photocopier, computer printer
- Additionally, your role with Turn5, Inc. is deemed a Customer
Critical Role. In order to satisfy the constant demand of our
consumer base, positions within Customer Critical Roles may be
subject to alternative work schedules during times of unforeseen
circumstances
#Sales
Keywords: Turn5, North Richland Hills , Customer Service Representative - Auto Part Returns (Remote), Hospitality & Tourism , Fort Worth, Texas
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