CUSTOMER SERVICE SPECIALIST

Job DetailsJob Location: Grand Prairie, TX 75050Position Type: Full TimeSalary Range: $20.00 - $22.00 HourlyJob Category: Customer ServiceJob Description

A Customer Service Specialist will develop and demonstrate the skills, knowledge, and abilities to provide information and resolutions for customers and consumers. Demonstrating the knowledge of and experience in use of K&N's business management software, the Call Center Queue Phone and Email Management software, displaying a solid understanding of the products and services offered by K&N and its brands. Understand how to follow and where to look for department and company procedures and policies, understand how to navigate the company websites, and understand the information provided on the websites.

This is primarily a remote position; however, incumbents are required to live in TX and come into the office in Grand Prairie, TX at least once a month and/or whenever asked to by their supervisor, at no cost to the company. All applicants must have reliable transportation so that they are able to meet the requirement of onsite work in Grand Prairie whenever needed or asked.

Essential Duties & Responsibilities:

Data entry is a large part of this position
Operate and navigate the software utilized by K&N’s Customer Service Team
Identify and provide solutions to issues with orders and returns, including but not limited to overages, shortages, keying errors, shipping issues, and other concerns
Manage inbound calls, live chats, and emails in a timely manner - Escalate calls and emails as appropriate
Provide information or make sales directly to customers via the telephone, through email, or via chat messages
Respond to customer queries with information about products and services
Other duties as assigned
QualificationsA Successful Customer Service Specialist:

Will possess accurate data entry skills related to the duties and responsibilities of the position
Will demonstrate an understanding of customer accounts and their details
Is able to navigate and operate K&N's business management software related to the duties and responsibilities of the position
Is able to navigate and operate K&N's Call Center Queue Management software
Is able to navigate and operate K&N's and its brand websites the same as a consumer would
Is able to identify and effectively communicate information related to the products offered
Is able to demonstrate proficiency communicating with customers over the phone, via email, and online chat
Must be able to simultaneously handle multiple duties, manage time, and follow through on assignments with little supervision
Is able to regularly enter orders and returns with no to minimal errors
Is able to identify and develop solutions to complex situations
Is able to manage projects and tasks without supervision

Experience, Skills & Education:

1 or more years or equivalent of office or inside customer service / call center experience highly preferred
1 or more years of experience working in customer service or data entry industry preferred
High School Diploma or equivalent; some college preferred
Automotive enthusiasm is highly preferred
Solid working knowledge of Microsoft Outlook, Word, and Excel
Typing and 10-key skills with an emphasis on production and accuracy

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.