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Customer Success Representative

Company: Northridge4x4
Location: Silverdale
Posted on: May 16, 2022

Job Description:

Job DescriptionAPG Offroad is hiring a Customer Success Representative. This position is a remote based position that can be located in any of the following locations: UT, IA, ID, MN, WA, KY, TX, CA, AZ, CT, OH, FL, CO, and Nevada.Do you enjoy working with customers over the phone, value relationships with customers, and have a commitment to provide legendary experience for them? Customer Success Representatives are responsible for providing information in response to inquiries from customers, handling and resolving customer issues and concerns, working with other departments to resolve customer questions or issues, as well as working with business partners to determine product availability, shipping pricing, problems, and tracking. This position reports up to the Customer Success Manager. Where you'll spend your time:

  • Confer with customers by telephone, and email to provide information about products, product availability, shipping charges, tracking questions and/or other customer inquiries
  • Take or enter orders, cancel orders, track orders, or obtain details of complaints
  • Handle and resolve shipping issues via appropriate research
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Refer or escalate unresolved customer orders or complaints to designated departments for assistance
  • Work with internal departments and external business partners to resolve customer issues
  • Other duties and responsibilities as assigned.You have/possess:
    • High School diploma or equivalent required
    • 1-2 years of demonstrated customer service experience in a call center environment taking incoming calls over the phone (preferred)
    • Ability to learn and execute product knowledge while focusing on quality
    • Strong problem solving and conflict resolution skills
    • Ability to exercise empathy and execute listening skills, as well as analytical skills while multi-tasking
    • Strong mathematical aptitude with ability to add, subtract, multiply, and divide into all units of measure using whole numbers, common fractions, and decimals
    • Customer service-oriented attitude with a strong desire to go above and beyond to meet the needs of customers
    • Strong oral communication skills via telephone, email and internet
    • Excellent organizational skills with strong attention to detail
    • Basic to intermediate proficiency using a computer and MS Office programs: Excel, Word, and Outlook
    • Flexible scheduling availability with ability to work weekends and some availability during the week
    • Competencies below are typical company competencies, but can be higher or lower based on position:
      • Communication – listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus, and fosters two-way communication
      • Achievement Oriented – focusing your efforts on achieving high quality results
      • Passion for Teamwork – work with others to help them achieve their personal and organizational goals. You celebrate your wins with others, celebrate others wins and successes, and realize when the company falls short, you fall short and look for ways to succeed
      • Exemplify Integrity – treating others fairly, honestly, and respectfully; furthering the integrity of the organization and its relationships of trust within your own teams, customers, and the broader community; maintains ethical principles even in the most challenging circumstances
      • Must be able to adhere to attendance policies and requirements. We have:
        • A team of automotive enthusiasts who have a drive for customer service and sales, as well as leadership who have passion for the off-road industry, are driven, successful, and willing to help mentor and teach those who have the same passion
        • Full time benefits include: medical, dental, vision, company paid life, short-term disability, two weeks of PTO your first year, paid holidays, employee discounts, and more...
        • All employees are eligible for company provided Life insurance, Employee Assistance Program, discounts on products, and 401(k) plan participation (after 90 days with "immediate" vesting). Your work environment:
          • Office environment must be able to work at a desk and requires extended periods of sitting/standing
          • Requires repetitive movement and requires repeating the same physical or mental activities
          • Requires speaking / reading English
          • Requires ability to talk and speak through the telephone. Aftermarket Performance Group (APG) is a fast-growing leader in the automotive enthusiast industry. The company is made up of multiple divisions focused on the wholesale distributor and direct-to-consumer segments within diesel performance (Premier Performance Products), Jeep and off-road (Northridge4x4), compact performance (RallySport Direct, JB Automotive), and Off-Road Truck (Stage 3 Motorsports) and a manufacturing division (Proprietary Brands/GrimmSpeed).

Keywords: Northridge4x4, Seattle , Customer Success Representative, Other , Silverdale, Washington

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