Customer Service Representative (Blended)

POSITION OVERVIEW

As an Customer Service Representative, you will serve as the primary point of contact delivering an exceptional customer experience. You will handle multi-channel inquiries, assist customers in identifying the correct automotive components, and drive revenue by providing total vehicle repair solutions.

KEY RESPONSIBILITIES

• Sales & Revenue Generation: Answer inbound customer calls, analyze customer needs, address product questions, and convert inquiries into completed sales.
• Upselling & Solution Selling: Recommend complementary parts, accessories, and complete repair kits to provide full solutions for customer vehicles.
• Customer Care & Sales Recovery: Manage general service inquiries, issue quote numbers for unconverted leads, attempt sales recovery, and escalate complex cases to specialized teams.
• Order Accuracy & Catalog Navigation: Match vehicle specifications to correct replacement parts, verify real-time stock availability, and communicate realistic delivery timelines before closing transactions.
• Compliance & Quality Assurance: Adhere strictly to sales procedures, QA standards, and PCI DSS compliance guidelines to ensure secure data and payment processing.
• Performance & Documentation: Track order data, log call dynamics, consistently meet or exceed department KPIs, and participate in ongoing training and coaching sessions.

QUALIFICATIONS & REQUIREMENTS

• Experience: At least 2 years of working experience in sales or customer service, with previous call center experience.
• Education: Open to High School graduates (with call center experience) or candidates with at least 2 years of College/Vocational coursework.
• Skills: Strong English verbal and written communication, active listening skills, internet navigation, and effective multitasking.
• Attributes: Self-motivated, flexible, highly organized, and able to maintain professionalism under pressure.
• Preferred: Basic knowledge of automotive parts or vehicle systems is a strong advantage.

HIRING TEAM FOCUS & KEY COMPETENCIES

• Sales Execution: Needs a strong capability to close inbound sales, clear product objections, issue accurate quotes, and drive average order value through upselling and cross-selling.
• Automotive Aptitude: Mechanics background not required, but candidate must demonstrate the ability to quickly learn auto part catalogs, verify vehicle fits, and set accurate delivery expectations.
• Customer Experience: High level of empathy and professionalism, turning dissatisfied customers into loyal brand promoters during service recovery interactions.
• Operational Readiness: Fully prepared for dynamic BPO settings—comfortable with shift schedules, overtime demands, QA call monitoring, performance metrics, and strict PCI DSS security guidelines.