Job Summary:
As a Sales and Customer Support Representative, you will play a crucial role in assisting customers with their automotive parts and accessories purchases. Working in a growing call center, representatives assist customers in choosing the best restoration parts for their vehicles, helping them achieve their dream builds. Additionally, they provide top-notch customer support, troubleshoot issues, assist with returns, exchanges and offer guidance to simplify the restoration process. As a Sales and Customer Support Representative, you will be an essential part of our expanding team, dedicated to providing excellent customer care, managing daily tasks, and actively contributing to the growth of our business.
Responsibilities:
Customer Support
- Respond to customer inquiries via phone, email, chat, or in-person.
- Address any post-purchase concerns or inquiries.
- Assist customers with placing orders, tracking shipments, and resolving order-related issues.
- Address and resolve customer complaints or concerns in a timely and satisfactory manner.
- Assist customers with billing inquiries and payment processing.
- Explain company policies, terms, and conditions to customers.
- Maintain accurate and detailed records of customer interactions and transactions.
- Meet or exceed performance metrics, such as call volume, resolution time, and customer satisfaction scores.
Sales
- Use excitement and technical knowledge to sell automotive parts and accessories.
- Uses sales in one part or accessory category to make other recommendations and sales for corresponding or related parts.
- Identify opportunities to upsell or cross-sell additional products or services.
- Assist customers in selecting the right products for their needs.
- Confirm order details and specifications with customers.
- Follow-up with customers inquiring about products to generate sales.
- Conduct sales activities with honesty, integrity, and adherence to company process and policy.
- Meet or exceed performance metrics, such as sales goals and cancellation prevention.
Product Service and Knowledge
- Acquire and maintain in-depth knowledge of the company's products or services.
- Stay updated on industry trends.
- Participate in ongoing training sessions to stay updated on product knowledge and customer service skills.
- Provide feedback on customer service processes and suggest improvements.
- Participate in initiatives aimed at enhancing overall customer experience.
- Share valuable insights with relevant teams for continuous improvement.
- Mentor new team members.
Problem Resolution
- Identify and understand the root causes of customer problems.
- Utilize problem-solving skills to troubleshoot customer issues.
- Provide updates on the status of issue resolution.
- Propose viable solutions to address customer problems.
- Provide alternatives and options when necessary.
- Collaborate with other team members and departments to resolve complex issues.
- Ensure adherence to company policies and procedures in problem resolution.
- Identify issues that require escalation to higher levels of authority.
- Ensure timely escalation to the appropriate teams or management.
- Collect and record customer feedback, suggestions, and complaints.
Required Skills/Abilities:
- Clear communication skills (verbal and written).
- Proficient computer skills.
- Strong customer service and interpersonal abilities.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Microsoft Office Suite proficiency.
- CRM software familiarity.
- Ecommerce software familiarity.
- Efficient multitasking skills.
Education and Experience:
- High school diploma or equivalent
- Experience in Sales & Customer Service roles.
- Knowledge of classic American cars, specifically GM. (Recommended)
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Prolonged periods of staring at multiple computer screens.
- Ability to maintain attendance as defined by company policy.
- Ability to work under pressure to meet deadlines.
- Ability to operate general office equipment i.e. fax machine, photocopier, computer printer.
- Additionally, your role with Ground Up Motors is deemed a Customer Critical Role. 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.
Job Types: Full-time, Part-time
Pay: From $17.00 per hour
Expected hours: 32 – 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- Rotating weekends
Work setting:
- Call center
- In-person
- Office
Ability to Relocate:
- Palm Coast, FL 32164: Relocate before starting work (Required)
Work Location: In person