Responsibilities
- Manage customer interactions via phone calls, text messages, emails, and online chats related to automotive accessory orders, product questions, and returns.
- Initiate outbound calls and texts to existing customers to pursue sales leads, including tickets and quotes, and finalize sales.
- Receive inbound calls, texts, tickets, and chats from any queue as assigned by the leadership team.
- Utilize enthusiasm and product expertise to promote and sell automotive accessories.
- Cross-sell complementary modifications like lowering kits, lift kits, suspension parts, bumpers, winches, and LED lighting upgrades to enhance customer vehicles.
- Develop customer relationships to encourage repeat business, including addressing service-related issues.
- Maintain a professional and courteous attitude while delivering prompt and efficient service for all inquiries.
- Accurately enter and process orders, returns, and customer requests such as ESD updates and cancellations.
- Address customer questions, provide education, and offer purchasing recommendations as needed.
- Leverage all available tools, including phone, chat, texting, live chat tickets, and quotes, to meet bi-weekly sales goals and performance metrics.
- Achieve performance expectations for customer service quality, customer contacts, and revenue targets.
- Report trends or issues to the sales leadership team.
- Continue learning through company-sponsored programs and the LMS to deepen expertise in supported vehicles.
- Take part in special projects and perform additional duties as directed by management.
Requirements
- High school diploma or equivalent combination of education and experience.
- Must possess or be able to acquire automotive knowledge for all supported vehicles.
- Strong sales skills and some product knowledge, or the ability to learn.
- Ability to maintain attendance as defined by company policy.
- Ability to remain professional and tactful when handling difficult customers.
- Proficiency in computer keyboarding and internet skills, including Microsoft Word and Excel.
- Must have a reliable personal computer and sufficient internet speed to perform effectively.
- Excellent organizational skills with the ability to manage multiple tasks simultaneously.
- Strong oral and written communication and interpersonal skills.
- Ability to prioritize workload and meet deadlines.
- Upon hire, successful completion of the Turn5 sales new hire training program.
- Must reside in one of the following states: PA, OH, MD, VA, SC, GA, FL, MS, KS, TX, AR, WI, MN, IN, NV, or UT.
Nice to Have
- Bilingual ability is a plus.
Benefits
- Health insurance including medical, dental, and vision coverage.
- Financial benefits: 401(k)/Roth plans with generous company match.
- Work-life balance: remote work, paid time off, paid holidays, paid parental leave, travel assistance, confidential life services (counseling, consultation, wellness), and YMCA membership reimbursements.
- Automotive enthusiast program: employee discounts up to 50% off products on AmericanMuscle.com, ExtremeTerrain.com, AmericanTrucks.com, and Ecklers.com; up to 20% off special orders from WheelPros and Turn14.
- Vehicle mod program: annual $250 reimbursement for designated products on AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com for employees who own a vehicle the company sells parts for.
- Additional benefits: health flexible spending accounts (FSA), dependent care accounts (DCA), short-term disability (100% covered), voluntary long-term disability, basic life/AD&D insurance (100% covered up to 1x annual salary), voluntary additional life insurance, and pet insurance.
Compensation
Sales-based performance bonus with potential up to $30,000+ per year; perfect attendance bonus up to an additional $3/hour every two weeks; weekend shifts include an extra $5/hour per weekend day worked.
Work Arrangement
Remote (must reside in one of the listed US states)
Other
- Weekend shifts (1 per week) are required for this role, with an additional $5/hour on each weekend day worked.
- Perfect Attendance Bonus: up to an additional $3/hour every two weeks for maintaining perfect attendance and other KPIs.
- Sales-Based Performance Bonus: tiered program with opportunity to bonus up to $30,000+ per year.
- Dual monitors are highly recommended.
- Must have a reliable PC and sufficient internet speed.
- Must reside in PA, OH, MD, VA, SC, GA, FL, MS, KS, TX, AR, WI, MN, IN, NV, or UT.
- Bi-lingual a plus.
- Role is deemed a Customer Critical Role and may be subject to alternative work schedules during times of unforeseen circumstances.