Customer Service Agent

Empire Auto Parts is a leading provider of aftermarket collision auto parts to independent body shops and dealer-operated body shops. The Customer Service Agent will play a crucial role in ensuring exceptional customer service and long-term satisfaction of customers by responding to inquiries, processing orders, and resolving issues.

Responsibilities:

• Develop and maintain in-depth knowledge of auto collision parts and products, including features, benefits, and installation
• Respond to customer questions regarding part compatibility, pricing, availability, and shipping, primarily over the phone
• Efficiently process customer orders, returns, and exchanges, ensuring accuracy and customer satisfaction
• Handle customer complaints or issues, providing timely solutions or escalating to management when necessary
• Stay informed about inventory levels and product updates to provide accurate information to customers
• Work closely with warehouse, shipping, dispatch, and other departments to ensure seamless order fulfillment
• Collect customer feedback and suggest improvements in products, services, or processes to management

Requirements:

• High school diploma or equivalent
• Strong understanding of automotive parts and their applications
• Proficiency in CRM software and order management systems
• Excellent communication and interpersonal skills
• Technical aptitude with automotive parts and repair processes
• Attention to detail and accuracy in order processing
• Strong problem-solving and negotiation skills
• Ability to multitask and prioritize in a fast-paced environment
• Be at least 18 years old
• automotive parts or collision repair training is a plus
• Experience in customer service, preferably in the automotive or collision repair industry
• Bilingual: English and Spanish
• Call Center experience