Service Technical Support - Titusville, FL

JOB TITLE: SERVICE TECH SUPPORT

FULL TIME/PART TIME: FULL TIME/PART TIME

SHIFT: 9AM - 6PM Monday thru Friday

HOURLY RATE: $15.00/HOURLY

REPORTS TO: SERVICE TECH SUPPORT SUPERVISOR

Position Objectives:

The Service Tech Support will provide all Eckler’s customers with an engaging and lasting positive impression of the Eckler’s brand through expert knowledge of products and applications while ensuring a desirable repeatable experience. Service Tech Support will be responsible for assisting Customer Service Representatives in any post sale inquiries or questions, as well as meeting and exceeding service objectives including volume improvement on “save the sale”.

Position Overview:

The Service Tech Support position requires advanced automotive product knowledge and application, in addition to being able to problem solve and communicate the solution. Responsibilities consist of but are not limited to the answering of customer (internal & external) telephone requests, inquiries, and part selection in order to generate and save the sale.

Primary Job Responsibilities:

• Promotes Eckler’s brand to existing and prospective customers by providing an engaging sales experience.
• Assist our Service Representatives in meeting and/or exceeding Volume and abandonment rate goals including continuous Improvement.
• Provides expert knowledge to assist Service Representatives in the selection and purchase of products that meet our customer’s specific requirements.
• Respond to inquiries regarding customer order status, product installation and returns.
• Responsible for the accurate conveying of information pertaining to the products and services of our company either in person, by phone, email, fax or any other communication device. Advanced knowledge of product and applications allows for predictive trouble shooting, i.e. asking and answering questions the customer may not know, as well as project selling.
• Is leader among peers, is able to work cohesively in a team environment while accurately and efficiently assisting customers with their automotive needs.
• Works under minimal supervision to achieve or exceed financial targets.
• The ability to follow instructions from supervisor as it pertains to the job.

Requirements/Other Skills/Abilities

• Advanced and/or Expert automotive knowledge, extensive and advanced understanding of automotive parts and accessories.
• 2-4 years’ experience in a fast paced service environment in a related industry strongly preferred.
• Extensive knowledge and understanding of the Automotive Industry & Restoration segment in order to relate to our customer base.
• Excellent communication, phone and interpersonal skills.
• Effective organizational, reasoning, evaluation and follow-through skills.
• Is considered an example of professionalism and poses a professional demeanor at all times, especially when presented with conflict. Is able to effectively resolve conflict with little to no guidance.
• Intermediate computer skills, including email, and MS office applications.
• Is considered to be flexible, have the ability to multi- task and embraces change.
• Advanced experience and/or training in telephone etiquette and other professional service courses helpful.
• High School graduate or equivalent, Technical Degree and/or Associates/Bachelor’s Degree preferred. Course work in Sales, Sales Management, Retail/Marketing a plus.
• Follows all company policies and procedures.
• Has at least a minimal working knowledge of fiberglass repair and repair materials necessary for repairs.

PHYSICAL REQUIREMENTS:

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. While performing the duties of this Job, the employee is regularly required to sit for extended amounts of time, frequently 2-3 hours at times up to 90% of the time; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee must frequently lift and/or move up to 2-3 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

It is the policy of Eckler’s Industries Inc. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Eckler’s Industries Inc. will provide reasonable accommodations for qualified individuals with disabilities.

Requirements/Other Skills/Abilities

• General understanding of automotive parts and accessories.
• Excellent communication, phone, and interpersonal skills.
• Excellent customer service experience in a fast paced environment, telephone service experience strongly preferred.
• Effective organizational, reasoning, evaluation and follow-through skills.
• Demonstrated ability to resolve customer concerns, inside sales training expereince strongly preferred.
• Typing and computer skills minimum of 30 wpm.
• Ability to speak openly with strangers.
• Ability to maintain professional demeanor at all times, especially when presented with conflict.
• Need to be flexible, have the ability to multi- task and embrace change.
• Training or experience in telephone etiquette and other professional service courses helpful.
• High School graduate or equivalent.