Responsibilities
- Manage customer interactions via phone calls, text messages, emails, and online chats concerning orders, product questions, and returns for automotive accessories.
- 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 required and directed by the leadership team.
- Utilize enthusiasm and product expertise to promote and sell automotive accessories.
- Leverage sales in one category to recommend complementary modifications, such as lowering kits, lift kits, suspension parts, front and rear bumpers, bumper and winch combos, LED light upgrades, and similar items.
- Establish rapport with customers to encourage repeat business, including addressing service-related issues.
- Maintain a professional and courteous demeanor while delivering prompt and efficient service for all inquiries.
- Accurately enter and process orders, returns, and customer requests, including ESD updates and cancellations.
- Address customer questions and educate them, offering purchasing recommendations when appropriate.
- Use all available tools to meet bi-weekly sales goals and performance metrics, including phone, chats, texting tools, live chat 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.
- Engage in special projects and perform other duties as assigned by management.
Benefits
- Health insurance covering medical, dental, and vision.
- Financial benefits including 401(k) and Roth plans with a generous company match.
- Work-life balance offerings: 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 with employee discounts of up to 50% on products from AmericanMuscle.com, ExtremeTerrain.com, AmericanTrucks.com, and Ecklers.com, plus up to 20% off special orders from WheelPros and Turn14.
- Vehicle modification program providing an annual $250 reimbursement for designated products on AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com for employees who own a compatible vehicle.
- Additional benefits: health flexible spending accounts, dependent care accounts, short-term disability (100% covered), voluntary long-term disability, basic life and AD&D insurance (100% covered up to 1x annual salary), voluntary additional life insurance, and pet insurance.
Compensation
Not specified
Work Arrangement
Remote
Team
Not specified
Other
- Weekend shifts are required once per week, with an additional $5 per hour for each weekend day worked.
- A perfect attendance bonus offers up to an additional $3 per hour every two weeks for maintaining perfect attendance and meeting other key performance indicators.
- Dual monitors are strongly recommended.
- Visual and hearing capabilities are necessary.
- Ability to sit for extended periods.
- Ability to work under pressure to meet strict deadlines.
- Ability to operate standard office equipment such as a fax machine, photocopier, and computer printer.
- Ability to handle inbound and outbound calls, texts, chats, and emails with customers, vendors, and others.
- This role is classified as a Customer Critical Role, which may require alternative work schedules during unforeseen circumstances to meet consumer demand.
Not specified
