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VW/Audi eCommerce Customer Experience/Sales Representative

VW/Audi eCommerce Customer Experience/Sales Representative

Listing Date: February 1st, 2019
Reports to: Director of Customer Experience

USP's mission is to take care of our customers the very best standards. Through industry leading technologies and systems we accomplish this. Working in a dynamic and fast-paced environment, our customer service team is continuously raising the bar on customer experience by advocating and inventing for customers, playing a key role in leading the way towards USP's ultimate goal to provide excellent parts and service. Ideally, the candidate for the position will possess exceptional verbal and written communication skills with a proven ability to listen to instructions, work in a team environment and successfully resolve customer issues with a positive and upbeat attitude.

Privately held eleven-year company located in Pompano Beach, Florida. The company specializes in aftermarket performance auto products, currently focused on European brands. The CEO built and races one of the fastest relevant cars in the world out of our sister performance shop. The company still enjoys a startup culture, despite significant revenue for years.

Extraordinary potential for challenge, growth, and career development for the right candidate, with an established .com in South Florida.

Responsibilities:

  • VW/Audi eCommerce Customer Experience: Adopt and represent our customer to ensure their experience is the best it can be. Customer contact is via phone, support tickets, live chat, and email. PHONE ETIQUETTE AND PATIENCE A MUST! Solve issues and match our VW, Audi, Porsche, and BMW motorsport products to customer needs for performance, upgrades, and maintenance.
  • VW/Audi eCommerce Order Administration: Ensure any order issues are fielded to the right person to ensure timely issue resolution and fulfillment.
  • VW/Audi eCommerce Sales: Customer contacts via support tickets, email, chat, and phone often have sales opportunities within. Ensure those opportunities are identified and addressed, or fielded to the right person on the team, or directly direct the customer to the right VW, Audi, Porsche, or BMW house brand, aftermarket, or OEM product for their needs from the company web site catalog.
  • eCommerce Support Ticket Administration: Ensure timely response and closure of customer support tickets, with issues fielded to the right team member when needed.
  • General: Maintain and report on personal and departmental performance metrics and contribute to constant improvement ideas and implementation.

Communications:

  • Concise effective writing skills via Office software a must.
  • Team Player and good listener. Able to effectively interact with management, peers.
  • Excellent oral and written communication skills

Requirements:

  • Type at 35 words per minute
  • Professional phone etiquette
  • Strong data entry skills
  • Ability to work in a team environment
  • Advanced problem solving skills, multi-tasking and proven time management skills are a must
  • Ability to work in results-oriented work environment
  • High School Diploma
  • Aftermarket Automotive knowledge

Education:

  • Minimum two year degree or technical equivalent.
  • Customer support certifications highly desirable.

Experience:

  • VW/Audi, BMW, and Porsche componentry and parts knowledge, and/or performance hobbyist experience required.
  • Experience with Zendesk and eCommerce platforms super desirable.
  • VW/Audi Enthusiast Wanted!!!

Preferred Qualifications:

  • Excellent internet computer skills
  • Proficient in MS Office and excellent general computer skills
  • Excellent problem solving and organizational skills
  • Ability to function independently and multi-task
  • 1-2 years of experience in a customer service and/or call center environment
  • VW/Audi parts knowledge

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