Customer Service Representative

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Respond promptly to customer inquiries via phone and email in both inbound and outbound service center environments.

• Process customer orders, billing, accounts, and service applications, including maintenance and termination requests.

• Utilize de-escalation techniques to troubleshoot and address customer complaints effectively.

• Collaborate with the Take 5 Oil Change Brand Field Operations Team through the Five9 phone system platform.

• Create, manage, and resolve Customer Care tickets by documenting issues and account details.

• Handle a high volume of incoming emails and calls efficiently.

• Address product or service issues and ensure follow-up for resolution.

• Adhere to communication procedures, guidelines, and policies.

• Utilize scripts for emails and phone interactions to convey the company’s voice and tone.

• Provide information regarding damage claims and escalate them to the appropriate manager.

• Effectively prioritize tickets based on urgency and importance.

• Adjust to changes in policies or procedures as necessary.

• Engage in customer service team meetings to formulate new strategies.

⛳️ Requirements

• Demonstrated experience in customer support, preferably within the automotive sector.

• Exceptional phone handling abilities and active listening skills.

• Proficient in computer skills and the use of Microsoft programs such as Outlook, Word, and Excel.

• Customer-centric mindset with the ability to adapt to various types of customers.

• Outstanding communication and presentation skills for both internal and external interactions.

• Capability to multitask, prioritize effectively, and manage time efficiently.

• High school diploma or equivalent required.

• Minimum of 1 year of relevant experience.

• Post-secondary education may substitute for years of experience.

• Bilingual proficiency in English and Spanish is advantageous.

• Availability to work on weekends is required.

• Must possess a reliable and direct internet connection.

• Basic knowledge and application of Microsoft Office required.

• General skills in customer service and resolution techniques.

• Strong organizational skills and ability to follow through on tasks.

🏝️ Benefits

• Health and wellness benefits.

• Paid time off.

• Holiday pay.

• Early access to 50% of earned wages through the myFlexPay program.

• Supplemental commissions or bonus incentives may be available depending on the role.