Turbocharged High Performance Engine Developer and Manufacturer, Banks Power, is seeking a Customer Service Representative with automotive experience. Responsibilities will include responding to and resolving customer concerns in a timely and professional manner, and ensuring that each customer receives a level of service that surpasses their expectations.
Successful candidate will:
Provide telephone support to resolve installation and product performance issues. Use troubleshooting and superior diagnostic skills to resolve customer questions. As needed and directed, provide relief to the customer service department by answering and responding to incoming phone calls.
Answer incoming calls with professional courtesy in a timely manner, in accordance with established procedures. Insures that all incoming calls are answered. Handle multiple calls when necessary and appropriate.
Respond to all customer contact or inquiries (including voice-mail, e-mail, text, or chat) on the same day as received, even if resolution of the issue cannot be immediate. Always keep the customer advised of status of the issue.
Follow up and track the progress of each call until it is resolved, even if the issue has been referred to another company representative or department.
Insure that all required and pertinent information to properly investigate the issue is obtained from the customer during the initial contact.
Thoroughly investigate each claim per established procedure to determine its validity and to insure that the resulting credit or exchange, if any, is correct. Enlist assistance and expertise from other employees and/or departments as necessary.
Record all information regarding the customer and the issue in the appropriate level of the Bankspower CRM. This includes discussions with customer, attempted contacts of customer, all internal discussions regarding the issue, and final resolution.
Respond to all retail warranty issues right away, keep the customer advised of the status, and follow up to conclusion.
Follow company policy regarding the shipment of warranty replacement product to customers. Complete all documentation for customer orders, i.e. shipping method, correct address and appropriate freight amount.
One year certificate from college or technical school.
Minimum three years of experience in an in-house customer service environment at the consumer level handling multiple calls and simultaneous multiple tasks.
Minimum three years of experience resolving customer issues in a manufacturing environment.
Must have extensive mechanical and technical knowledge of gasoline and diesel trucks and motor homes.
Must have UPS, Federal Express, or other freight carrier experience.
Highly responsible, self-motivated and able to thrive in an energetic, fast-paced, creative environment.
Strong work ethic and the ability to work effectively independently and in a team environment.
Hands-on; proactive in nature.
Have excellent communication skills (written, verbal, presentation and interpersonal).
Banks Power offers a competitive salary and a benefit package that includes medical, dental, vision, and life insurance, along with a generous 401k Match. Banks Power provides a pleasant, professional, and dynamic entrepreneurial work environment where creativity is encouraged.
Banks is the originator of, and has been, the market leader in the performance diesel aftermarket for the last 34 years. Banks is currently innovating heavily in the performance gasoline and diesel turbo charging market by leveraging recent monitoring and control patents. Banks has designed its own electronics for the last 26 years and is currently developing a wide range of new and innovative command, control and monitoring products. We commonly use racing projects as test beds to accelerate deterioration and test the durability of our electronic and mechanical products and we usually set records in the process.
Certain positions with Gale Banks Engineering require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.
Gale Banks Engineering provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Gale Banks Engineering complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Gale Banks Engineering expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Gale Banks Engineering’s employees to perform their job duties may result in discipline up to and including discharge.
Additional Salary Information: DOE
About Gale Banks Engineering
Banks Power is an established, market-leading manufacturer of aftermarket performance products for automobiles, trucks, SUVs and motor homes.