Customer Service Representative -10 AM- 6:30 PM ET

About the position As a Customer Service Representative at Matco Tools, you will serve as a crucial link between the sales force and corporate offices, focusing on exceptional customer service. Your role involves guiding customers in selecting automotive tools, handling inquiries, providing technical support, and managing orders. This position emphasizes relationship-building, problem-solving, and collaboration within a dynamic team environment.

Responsibilities

• Assist franchised distributor customers in selecting automotive tools and toolboxes.

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• Handle inbound calls, providing pricing details, part numbers, and troubleshooting issues.

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• Provide technical support by offering information and specifications from the Matco Tools catalog.

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• Input orders accurately using internal software systems.

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• Collaborate with the Customer Service team to resolve challenges and ensure seamless communication.

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• Engage with subject matter experts across departments for cross-functional problem-solving.

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• Take on additional responsibilities as needed.

Requirements

• High school diploma or GED equivalent.

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• Flexibility to work from 10:00 AM-6:30 PM ET, Monday to Friday.

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• At least 1 year of call center experience or equivalent customer service experience.

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• On-the-job experience with general automotive mechanics is a plus.

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• ASE certification, automotive experience, tool familiarity, or a related trade school degree is a plus.

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• Intermediate PC and keyboard skills.

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• Strong verbal and written communication skills.

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• Ability to interpret customer issues and troubleshoot effectively.

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• Professional demeanor while understanding customer concerns.

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• Quick learning ability and adaptability in a fast-paced environment.

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• Strong phone etiquette.

Nice-to-haves

• Automotive knowledge and experience.

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• Familiarity with tools and equipment used in automotive service.

Benefits

• Annual bonuses/incentives (depending on position)

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• Immediate company benefits (medical, dental, vision, life, etc.)

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• 401k with company match

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• 401k defined contribution after 1 year of service

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• High level of employee engagement

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• Walking path and gym equipment onsite

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• Food trucks on site during the summer

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• Dress for your day - every day casual/jeans

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• Employee discounts

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• 15 days vacation + 4 floating holidays + 8 paid holidays

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• Paid maternity & paternity leave

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• Tuition reimbursement

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• Student loan payment assistance

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• Hybrid work environment (2 days remote)

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• Annual Day of Caring for employees to volunteer

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• Discounts on tools

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• Annual team building events

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