Bilingual Customer Care Representative - NV - CJ Pony Parts

*** This position does require in office work in our Las Vegas Office full time for 90 days and then a hybrid option is available based on performance***

Available schedule: 9:30AM - 6:00PM Monday - Friday

The Bilingual Customer Care Representative will interact with internal and external customers by providing product and service information in a timely and friendly fashion via phone or chat. This individual will rely on excellent knowledge of company products and programs to better serve the customer base, and will assist in resolving product and service questions or issues

What your day-to-day would look like:

• Answer phone and web based questions pertaining to customer orders and other concerns.
• Provide timely and accurate information to customers regarding products, services, order status, etc.
• Set up and maintain customer records by accurately updating account information.
• Identify product or service issues based on customer description, and provide resolution options to the customer.
• Attract potential customers by answering product and service questions, and make suggestions based on customer needs.
• Interact with customers via an online live chat forum.
• Answer procedural or product questions for in-house employees, and refer to upper management when the answers are unknown.
• Provide timely feedback to manager regarding service failures or customer concerns.
• Process in-person, over-the-phone, and online orders.
• Record details of inquiries, comments, and complaints from customers.
• Follow up with customers regarding questions or concerns that could not be immediately resolved.
• Take payment information and other pertinent information such as addresses and phone numbers from customers.
• Follow up with vendors to clarify discrepancies or issues with customer orders.
• Perform administrative tasks, such as responding to emails, generating return labels, and updating vendor contacts.

Job Requirements:

• Education: High school diploma or general education degree (GED).
• Experience: 6 months of customer services experience preferred. ZenDesk and Auto Parts knowledge is helpful.
• Specific Skills: Communication and conflict resolution skills, problem solving, email correspondence, and proficiency using Customer Relationship Management (CRM) software as well as Excel and Outlook.

Compensation and Benefits:

• Salary Grade 6: $16.00 - $18.00 per hour, commensurate with experience.
  • Bonus program available after 90 day training period
  • Bilingual differential available
• Paid time off
• Affordable Medical, Dental and Vision Insurance
• Health Savings Account with company contribution
• Life and Short-Term Disability insurance
• 401k plan with company match and profit sharing
• Company paid holidays

Who Are We?

Founded in 1985 by two friends and their passion for driving a cool, classic Mustang, CJ Pony Parts is all about the love of automotive restoration and performance hobby. Our ongoing mission: The improvement of the automotive communities' ability to enjoy their hobby is accomplished with an easy-to-use and function-rich website backed by some of the best professional automotive enthusiasts in the business who work 24/7 to ensure the best quality and customer service!

Our culture is critical to our success and is based on our Core Values of Teamwork, Respect, Customer Service, Integrity, and Innovation.

CJ PONY PARTS IS AN EQUAL OPPORTUNITY EMPLOYER. CJ PONY PARTS UTILIZES E-VERIFY FOR ALL NEW HIRES.

Customer Service, Call Center, call volume, High call volume