Career Description

Team Member must be located in Virginia and North Carolina.

SUMMARY
Are you ready for an exciting career opportunity? Do you love to provide the level of support that you expect in your day to day interactions? If so then the Tools and Equipment Team position was built for you. This team was established to provide customer service for Field Team Members on Parts and Accessories as well systems and company procedures to drive first call resolution. This Team Member is here to serve as the contact for stores, and vendors.

This position has multiple career pathing options, this role was established to deliver on our company mission of Passion for Customers and a Passion for YES. The primary directive is to serve our customers better than anyone and assist them in the proper handling of questions, concerns and procedural opportunities. To support all customer types internal and external through a number of mediums: Salesforce, E-mail, Chat and Phone Calls.

Our department prides ourselves with distinguished rewards and recognition programs. We celebrate our team and team member wins daily, weekly, monthly and yearly with our compliment displays, Team Top Performers as well as other avenues. We understand the balance of working hard and building great team member relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Take calls, e-mails and voice mails log the customer information into Salesforce database.
• Answer all e-mails within 24 hours of receiving.
• Maintain a single digit abandoned rate.
• Resolve 80% of inquiries on first contact.
• Maintain Ticket integrity and resolution within 24-48 Hours.
• Work with other departments and Call Centers to ensure that company goals and resolution methods are met.
• Maintain consistency within the department and with the overall corporate guidelines.
• MUST BE AVAILABLE FROM 9:00AM-6:30PM

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Self-motivated and take initiative.
• Having a Winning Attitude.
• Ability to read, write and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals as well as routine reports and correspondence.  Good written and verbal skills and ability to effectively communicate with Store Operations management.
• Ability to meet deadlines and work well under pressure.
• Demonstrate ability to work well with other departments, peers and business partners.
• Excellent problem-solving skills, with a demonstrated ability to identify operational problems, recommend optimum solutions and follow through to resolution.
• Demonstrate organizational and follow-up skills.
• Basic understanding of automotive terms and knowledge of vehicle repairs preferred.
• Ability to work a flexible schedule.
• ASE certification not required, but must be willing to work towards obtaining ASE certification.

EDUCATION and/or EXPERIENCE
High school diploma or General Education Degree (GED); and
Minimum of 2 years related experience and/or training; or
Equivalent combination of education and experience. 

SUPERVISORY RESPONSIBILITIES
None

CERTIFICATES, LICENSES, REGISTRATIONS 
ASE certification not required, but must be willing to work towards obtaining ASE certification.

PHYSICAL DEMANDS 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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