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Customer Service and Support

Position
Summary:
The Customer Service Associate is responsible for managing day to day customer facing calls, emails and social based communication. From pre-sales questions to troubleshooting, the customer services associate ensures each customer's request is answered and resolved in the most timely and thorough manner possible. Further responsibilities include order management (input and tracking) and working with sales and marketing teams to ensure that all product feedback is documented for future development purposes. The customer service associate should be extremely strong with all forms of communication and have a passion towards helping people..
Key Responsibilities:
Writing orders, checking order status and resolving any order issues (Retail end-users, Retailers and Distributors)
Work with customers to find and recommend relevant products
Work with customers to assess technical problems and provide resolutions
Review and facilitate website order tracking, status, and issues
Follow up to make sure customers are happy
Remain calm and focused during all calls with customers
Work closely with Sales and Marketing groups to:
Improve customer service levels
Improve quality and performance of products
Increase visibility of customer success stories
Position Qualifications include:
Minimum 3 years automotive aftermarket experience preferred
Minimum 2 years sales / customer service experience required
Demonstrated job stability
Thorough communication skills including excellent listening, speaking, and written
Excellent and creative problem solving skills to help customers resolve any issues
Experience with working on cars, wiring or mechanical experience a plus
Highly motivated to respond quickly and get things done right away
Team-oriented, adaptable, coachable, dependable
Educate customers and assist them making informed product choices
Strong multi-tasking skills and able to balance many tasks at the same time
Proficient with use of smart phones and tablets
Must live within a reasonable distance to the Los Angeles office
Bachelor's Degree or equivalent related work experience required



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