Turbocharged High Performance Engine Developer and Manufacturer, Banks Power, is seeking a Customer Support/Chat Specialist with automotive experience. Responsibilities will includeresponding to and resolving customers inquiries in a timely and professional manner, and ensuring that each customer receives a level of service that surpasses their expectations.
Summary: Interacts with existing and potential customers who visit the company website or social networks. Provides customer care services and promotes products.
Successful candidate will:
Build meaningful connections and encourage community members through dialog, messaging, and chat while servicing the needs of the customers in an inbound contact center environment.
Support the implementation and continued development of our Virtual Chat Assistant (Chatbot) and live chat within Customer Care.
Review social media commentary via FaceBook, Instagram, Twitter, Chatbot, and other social media sites to determine whether to route it to an appropriate department for response or resolution, or to address it directly in carefully phrased social media posts seen by a broad audience.
Identify problems, create accurate documentation, and clearly communicate with appropriate department members and department Managers, providing input into short-term and long-term transformative solutions.
Address and resolve inbound customer inquiries timely and completely to ensure each inquiry is resolved from the customer’s perspective by thoroughly researching customer issues, complaints, and comments on Chatbot and social media sites.
Solve complex problems, demonstrate empathy and emotional intelligence while determining a solution to their needs and communicate these solutions to customers in well-documented and researched responses.
Assure customer satisfaction by tracking progress of orders, shipment and handling customer complaints, and communicate status of orders and shipments to necessary departments.
Provide instructions for returning products, issue RMA’s and shipping return labels when applicable.
Attend regular on-site and off-site training provided by company for product training as well as job related training. Have the ability to up-sell and clearly explain promotions, pending sales offers, etc. through Chatbot and social media sites.
Understand common pain-points and actively contribute to a knowledge base or resolution. Track recurring issues and bring to the attention of management.
Assist with crisis management, bad review, and negative news communications and forward serious complaints or issues to management for resolution.
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.
High school diploma or equivalent.
Must be proficient with social media and Chatbot scripting/platforms.
Must have excellent written and verbal communication skills.
Must have mechanical and technical knowledge of gasoline and diesel trucks and motorhomes.
Must type a minimum of 55-60 words per minute.
Minimum of two years of experience in a customer service environment in a retail or manufacturing company at the consumer level simultaneously handling multiple tasks and resolving customer issues in a manufacturing environment.
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.
Outgoing, hands-on, and proactive in nature.
Must 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 work environment.
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.
About Gale Banks Engineering
Banks Power is an established, market-leading manufacturer of aftermarket performance products for automobiles, trucks, SUVs and motor homes.