Empire Auto Parts ยท 1 day ago
Customer Success Representative
Odenton, Maryland, United States
Full-time
Onsite
New Grad, Entry Level
$30/hr - $30/hrEmpire Auto Parts is a company focused on providing value to collision repair shops through effective customer service. The Customer Success Representative will serve as a key link between the company and its customers, ensuring satisfaction and addressing inquiries while monitoring customer success metrics.
Marketing
Responsibilities
Serve as the second level of contact for customer inquiries via email, phone, and other channels
Troubleshoot issues and coordinate with internal teams to ensure timely and effective resolution
Follow up to ensure satisfaction and prevent future issues
Follow-up on Voice of Customer surveys to address identified issues
Conduct regular check-ins with key customers to monitor satisfaction and preempt potential concerns
Monitor return rates and reach out to those accounts whose rates are well above the threshold to understand and address issues
Help customers understand how to get the most value from our products/services
Identify opportunities for upsell or cross-sell and collaborate with sales when appropriate
Reach out to customers to solicit feedback on features of Empire service offering
Identify accounts that would be good candidates for testimonial videos and capture same
Ensure that customer expectations are aligned with deliverables throughout the customer lifecycle
Build strong, trust-based relationships with key customer stakeholders
Track and report on customer success metrics, including adoption, usage, and satisfaction
Ensure that the value promised in the sales process is delivered consistently over time
Act as the voice of the customer, providing feedback to product, support, and leadership teams
Collaborate cross-functionally to remove roadblocks and improve the customer experience
Qualification
Required
High school diploma or equivalent; automotive parts or collision repair training is a plus
Experience in customer service or account management, preferably in the automotive or collision repair industry
Strong understanding of automotive parts and their applications
Proficiency in CRM software and order management systems
Excellent communication and interpersonal skills
Technical aptitude with automotive parts and repair processes
Strong problem-solving and negotiation skills
Ability to multitask and prioritize in a fast-paced environment
Preferred
Empathy: Understanding and sharing the feelings of customers, especially when they are facing challenges with their vehicles
Patience: Remaining calm and patient when dealing with frustrated or confused customers
Adaptability: Flexibility in handling various types of customers and adapting to changing products and industry trends
Stress Tolerance: Ability to maintain composure and effectiveness under pressure
Team Player: Working cooperatively with other team members and departments
Product Knowledge: Deep understanding of auto collision parts and their applications
Technical Skills: Proficiency in CRM systems, order processing software, and other relevant computer applications
Industry Awareness: Keeping up-to-date with trends and changes in the aftermarket auto collision parts industry
Organizational Skills: Effectively managing tasks and priorities to meet customer needs and business objectives
Professionalism: Maintaining a high level of professional conduct and representing the company positively
Continuous Learning: Willingness to engage in ongoing learning about new products, technologies, and customer service techniques
Integrity: Maintain honest transparency with customers in relation to product pricing, free of damage parts, delivery times, and part availability
Benefits
Health, Dental & Vision Insurance
Health Savings Account (HSA) with Employer Contribution
Optional Life Insurance, Long & Short-Term Disability, Critical Illness, Accident and Hospital Insurance
401K Retirement Plan
Paid Training
Paid Time Off
Paid Sick Days
Paid Holidays, Including 1 Floating Holiday (Your Birthday)
M-F work week
Casual Dress Code
Teamwork Environment
Fun Team Events
Free Company Apparel
Employee Recognition
Company
Empire Auto Parts
Empire Auto Parts is a distributor of top quality aftermarket collision parts for repair shops.
Founded in 1985
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Tenex Capital Management
2018-09-06Private Equity
Leadership Team
C
Chris Siebert
CEO
Company data provided by crunchbase