Customer Service Representative

Take 5 Oil Change is hiring a Customer Service Representative to respond to customer inquiries by phone and email, process orders and account requests, and resolve complaints. The role also involves managing customer care tickets, escalating damage claims, and supporting the brand’s field operations team.

Responsibilities:

• Provides timely responses to customer inquiries by telephone and/or email in an in - or outbound service center
• Open, maintain, and solve Customer Care tickets by recording issues and account information
• Using computer technology. manage large amounts of incoming emails and calls in a timely manner
• Resolve product or service problems by clarifying the customer's experience; determining the cause of any problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Follow communication procedures, guidelines, and policies
• Leverage scripts for email and phone conversations to properly represent the company voice and tone
• Answer questions about damage claims and escalate to the proper manager to bring them to closure
• Prioritize tickets effectively
• Flexibly handle changes in policies or procedures

Requirements:

• Proven customer support experience
• Strong phone contact handling skills and active listening
• Strong computer skills and capability to use Microsoft programs such as Outlook, Word, Excel, Etc
• Customer-focused and able to adapt/respond to different types of customers
• High school diploma (or equivalent) and at least 1 year of experience; post-secondary school education may substitute for years of experience
• ideally in the automotive industry
• Bilingual in English/Spanish is a plus