ECS Tuning, a worldwide leader in the automotive parts and accessories industry, is looking for a motivated candidate for an Inside Automotive Technical Specialist. The success of ECS Tuning is driven by an energetic culture of automotive passion, results and an unrelenting determination to succeed. We offer a unique blend of family-owned values with a professional business savvy in a modern and upbeat environment combined with a rare opportunity to work in an industry where passion and devotion for automobiles can be part of your everyday career.
The Automotive Technical Specialist will be responsible for providing Customer Service & Product Support for ECS Tuning and Turner Motorsport through answering calls, emails, live chat and social media channels, while serving our customers with best in class service and support. This support will be achieved by working with customers to troubleshoot parts related inquiries as well as provide return/exchange information and other levels of support while providing customers with best in class service.
Daily tasks include:
- Answering phone calls, live chats, emails and messages received through our social channels.
- Serving as primary product support assistance to the Customer Service and Sales teams.
- Work within the Customer Service team to provide return & exchange information, order status and general assistance.
- Keeping the needs of the customers front and center providing an overall positive relationship.
Responsibilities:
- Contact Center – In this role you will be responsible for handling all forms of communications with our customers who are seeking assistance to place an order, update an order, or seeking advice and/or recommendations. You will be responsible for providing customers with a solution that closely meets their needs and expectations.
- Product Support – In this role you will be an escalation point within the Customer Service Department, responsible for providing product assistance to customers and co-workers related to products sold by ECS Tuning. Parts knowledge and troubleshooting skills are a must. Examples include
- Installation Support via phone, email, live chat and social media outlets
- Detailed support for all House Branded Products
- Arrange warranty returns/exchanges with customers and product manufacturers
- VIN Decoding & Product Lookup
- Order Maintenance – In this role you will be responsible for keeping all customers informed regarding updates with active orders. You will be responsible for updating order ETA’s by providing clear communication while offering solutions that would enable a more pleasant outcome for our customers.
- Team Player – In this role you must be a team player by supporting your immediate co-workers, as well as cross-functional teams. There will be times where the sales team is asked for assistance and cooperation in completing tasks, which you must be willing to participate in with a positive and up-beat attitude.
- Customer Focused – In this role you are required to keep the customer’s needs front and center, providing an overall positive relationship. All decisions and communications should be made with our Values in mind.
Requirements:
- Technical Automotive knowledge including Braking, Suspension and Drivetrain
- Excellent oral and written communication skills.
- Type at 35 words per minute
- Professional phone etiquette
- Strong data entry skills
- Ability to work in a team environment
- Advanced problem-solving skills, multi-tasking and proven time management skills are a must
- Ability to work in results-oriented work environment
- High School Diploma
Preferred Qualifications:
- Familiar with BMW, Audi, VW, Mini Porsche and Mercedes-Benz.
- Previous shop, repair facility experience.
- Excellent internet computer skills
- Proficient in Microsoft Office and excellent general computer skills
- Excellent problem solving and organizational skills
- Ability to function independently and multi-task
- 1-2 years of experience in a customer service and/or call center environment
What Success Looks Like:
- Providing quality support for our branded products while preventing unneeded returns.
- Creating knowledgebase to be used as a training tool for the Customer Service team
- Provide customer support with returns/exchanges and general questions.
- Maintaining Contact Center goals:
- 1.5% Abandon rate (phones)
- 30 second wait times (phones)
- 3-hour response times (email/indirect messages)
We are looking for a candidate with experience in the automotive industry, that is customer centric, strong skills in communication, and creative problem solving. This individual must fulfill and promote our core values of communication-transparency-trust-collaboration-respect, and able to take/receive constructive feedback.
ECS Tuning offers a competitive compensation package including excellent Medical, Vision, and Dental coverage, Paid Life, AD&D, Long Term Disability, 401K retirement plan and paid time off. Pay: hourly base with commission on revenue and profitability.
Please include salary expectations along with your ECS Tuning Job Application. This position requires relocation to Wadsworth, Ohio area.