Customer Service Representative

Description

HP Tuners LLC is a global leader in the automotive aftermarket, developing hardware and software for vehicle calibration. 

The position promptly and professionally handles the most basic, routine customer service inquiries and problems through effective communication and problem-solving skills.

This position reports to the Sales Operations Manager.

This position is a first shift, Monday through Friday, onsite in Buffalo Grove with no remote work availability.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Respond promptly and professionally to customer inquiries, via phone, email, and chat, providing accurate information regarding products, services, and policies.

· Investigate and resolve the most basic customer complaints or issues effectively, ensuring a high standard of service and satisfaction while adhering to company policies and procedures.

· Assist customers with order placement, tracking, and returns, ensuring accuracy and efficiency throughout the order lifecycle. 

· Document customer interactions in our CRM system, including details of inquiries, complaints, and actions taken to maintain clear records for future reference and analysis. 

· Ensure accurate data entry and processing of transactions in all systems.

· Proactively identify ways to avoid the recurrence of customer issues by regularly improving processes, technical articles, and procedures.

· Maintain up-to-date knowledge of company products, services, and promotions to provide accurate information and recommendations enabling customers to make informed decisions.

· Work with other team members to gather customer feedback and report trends or recurring issues to management to help improve service quality and operational processes.

· Additional responsibility as business needs dictate.

Requirements

Education and Experience

· Typically require a high school diploma, GED, or combination of 0-2 years of work experience and skill development in customer service, preferably in the after-market car industry or automotive-related industry. 

· Assume responsibility for the most basic issues and problems while continuously improving skill base and referring complex issues to higher-level staff.

· Perform work effectively under direct supervision.

· Novice computer skills including experience with Microsoft Office Suite.

· Knowledge of the automotive aftermarket industry is preferable.

Technical Skills/Competencies

· Customer Inquiry Response: Communicate effectively with customers via phone, email, and chat to provide accurate product and service information.

· Investigation and Resolution: Identify and resolve customer complaints/issues while adhering to company policies and maintaining customer satisfaction.

· Order Management and Processing: Assist customers in placing, tracking, and returning orders while ensuring accuracy throughout the process.

· CRM System Documentation: Log customer interactions, inquiries, and resolution in the CRM system to maintain clear records for future reference.

· Data Entry and Transaction Processing: Input and process transactions accurately within company systems.

· Process Improvement and Technical Documentation: Identify opportunities to enhance customer support processes and contribute to improved technical documentation.

· Product and Service Knowledge Maintenance: Stay informed on company products, services, and promotions to provide accurate recommendations.

· Customer Feedback Collection and Reporting: Gather customer feedback and report trends to management to improve service quality and operations.

· Microsoft Office Suite: Word, Excel, PowerPoint, Outlook.

Non-Technical Skills/Competencies

· Communication: Communicate clearly on multiple platforms/mediums (verbal, written, email, video calls, etc.).

· Interpersonal Skills: Build and maintain strong relationships through effective communication, collaboration, and emotional intelligence. 

· Professionalism: Maintain professionalism in all interactions.

· Continuous Learning: Willingness to learn and grow to develop greater customer management/relationship skills.

· Teamwork: Collaborate with others to foster teamwork to drive results and create a positive team environment. 

· Time Management: Prioritize workload with an attention to detail and willingness to complete responsibilities in a timely and efficient manner.

· Problem-solving: Exhibit problem-solving abilities, while quickly and effectively identifying and resolving customer concerns.

· Work Independently: Act as a self-starter who can work independently while meeting goals/deadlines. 

· Detail-oriented: Assess work with a keen attention to detail.

· Multi-tasking: Manage multiple tasks efficiently.

Please Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of HP Tuners.

Physical Requirements

• Working Conditions: While performing the duties of this job, the employee is regularly required to reach, carry items from one area to another, speak professionally, politely and actively listen.

Compensation and Benefits

At HP Tuners LLC, we understand that compensation plays a key role when considering a new opportunity. We are dedicated to ensuring fair pay for all employees and continually work towards greater transparency in our compensation practices. The estimated base hourly range for this position is $19.00 to 21.00 per hour, with actual pay determined including factors such as location, skills, experience, and other relevant considerations. This position also qualifies for a discretionary bonus and a complete benefits package, including medical, dental, vision, life, and disability coverage, paid time off (PTO), and a 401(k) program with employer matching.

HP Tuners LLC is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, or any other protected class. HP Tuners LLC does not use AI (Artificial Intelligence) to make decisions in the hiring process. If AI (Artificial Intelligence) is utilized, HP Tuners LLC will include a disclaimer in the relevant job posting.