Responsibilities
- Manage customer interactions via phone calls, text messages, emails, and online chats related to orders, product questions, and returns for automotive accessories.
- Initiate outbound calls and texts to existing customers to pursue sales leads from tickets and quotes and finalize sales.
- Answer incoming calls, texts, tickets, and chats from any queue as assigned by the leadership team.
- Use enthusiasm and product expertise to promote and sell automotive accessories.
- Leverage sales in one category to recommend complementary modifications like lowering kits, lift kits, suspension parts, bumpers, winches, and LED light upgrades.
- Develop customer relationships to encourage repeat business, including handling 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.
- Answer customer questions, provide education, and offer purchasing recommendations as needed.
- Use all available tools to meet bi-weekly sales goals and performance metrics, including phone, chats, texting, livechat tickets, and quotes.
- Achieve performance expectations for customer service quality, customer contacts, and revenue targets.
- Inform the sales leadership team about trends or issues encountered.
- Continue learning through company-sponsored programs and the LMS to enhance expertise in supported vehicles.
- Take part in special projects and perform other tasks as assigned by management.
Requirements
- High school diploma or equivalent combination of education and experience.
- Must have or be able to acquire automotive knowledge for all supported vehicles.
- Strong sales ability and some product knowledge or willingness 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 and meet expectations.
- Excellent organizational skills with the ability to manage multiple tasks simultaneously.
- 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 such as counseling and 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, plus up to 20% off special orders from WheelPros and Turn14.
- Vehicle modification 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, dependent care accounts, 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.
Work Arrangement
Remote
Other
- Weekend shifts (one per week) are required for this role.
- Must have a reliable personal computer and sufficient internet speed.
- Dual monitors are highly recommended.
- Visual and hearing capability required.
- Ability to sit for long periods of time.
- Ability to work under pressure to meet strict deadlines.
- Ability to operate general office equipment such as fax machine, photocopier, and computer printer.
- Ability to complete inbound and outbound calls, texts, chats, and emails with customers, vendors, and others.
- This role is considered a Customer Critical Role and may be subject to alternative work schedules during unforeseen circumstances.
