Customer Service Rep 1

Job description

Overview Provide support to Snap-on Diagnostics Customers and Franchisees via outbound and inbound phone calls, e-mail, and other written correspondence. This support includes, but is not limited to technical troubleshooting, general product use/operation, up-selling/cross-selling, new product registration. KEY ACCOUNTIBILITY: § Ability to handle a high volume of calls in a quality manner § Converse with customers politely and attentively and to maintain a professional, helpful attitude at all times. § Assist customers with common technical questions. This will include basic and advanced software and hardware troubleshooting and operational questions § Ability to communicate effectively & positively via calls, potentially diffusing escalated situations as needed. RESPONSIBILITIES: § Provide immediate determination of customer needs. Resolve or route call appropriately. § Meet department call metrics and guidelines provided by Manager or Supervisor. § Demonstrate passionate customer care in all phases of job responsibilities § Attend 3rd party and internal training as required. § Collect and enter customer interaction data for each call in- customer management database. § Responsibl...