Customer Experience Agent I

Speedway Motorsports, Inc. Lincoln , NE 68501

Posted 4 weeks ago

Speedway Motors has been a trusted source for specialty rodding, racing products, and friendly expert advice for over 65 years. With deep roots as a family business, Speedway Motors has grown from a one-man operation to a vertically integrated manufacturer, distributor, and multi-channel retailer of automotive products.

Speedway Motors' customers are from all around the world, and we are expanding to provide them with the best customer support possible! Don't worry, you don't have to be a car expert. If you bring the can-do attitude, we'll bring the training. Need more? Here at Speedway, we love to promote from within. There are endless opportunities for career advancement throughout our entire company. Whether that be to the higher levels of Customer Experience (CX) Agents or even other divisions within Speedway Motors. We believe in building our employees up, which is why we offer tuition reimbursement and excellent benefits. So, we'd love for you to join the Speedway team!

As part of our COVID-19 response, this position will work remotely for the time being. While we do offer remote opportunities that opportunity includes being available to physically work in our Lincoln, NE contact center as need. A reliable internet source will be a must.

We have a variety of work shifts available and will be determined based on business necessity.

Responsibilities include

  • Use a telephone system daily to answer inbound calls in a courteous and professional manner while building a positive rapport with current and potential Speedway Motors customers

  • Use the SOP Data Entry system efficiently and accurately as a primary tool for entering customer orders

  • Use physical Speedway Motors catalogs and navigate Speedway Motors websites to answer basic product fitment, technical specification, and availability questions

  • Occasionally use vendor physical catalog and digital website resources to answer basic product fitment and technical specification questions

  • Upsell and cross-sell products and services to customers over the phone as necessary

  • Transfer customer technical product question calls, post-purchase order calls, and escalated customer calls to agents in the CX Auto Tech and CX Support chapters when appropriate

  • Occasionally make outbound follow-up telephone calls to Speedway Motors customers

  • Use Microsoft Outlook daily to interact with co-workers and Speedway Motors customers

  • Use Microsoft Teams daily to communicate with CX co-workers, CX leadership, and across Speedway Motors departments

  • Use Zendesk daily to create, update, and close service tickets related to external customer needs and internal order fulfillment processes

  • Perform all other duties as assigned or needed

What we will bring:

  • Comprehensive training.

  • Remote opportunities.

  • Great Benefits: Comprehensive Health, Dental and Vision Insurance, Company Retirement Plan, Paid Time Off, Six Paid Holidays.

  • Team-centric culture.

  • Opportunities for growth and advancement.

What you will bring:

  • 2-year Associates Degree or Equivalent Experience in Customer Service

  • Automotive Experience preferred, but not required. We provide resources for you to succeed!

  • Excellent data entry, typing skills, and 10-key skills

  • Must be able to multitask, using multiple programs simultaneously

  • Superior customer service skills (including questioning, verifying, listening, establishing rapport)

  • Must be able to interpret written communications and comprehend the English language

  • Able to work independently as well as effectively in a team environment

  • Able to resolve problems in a timely manner gather and analyze information skillfully

  • Excellent customer service skills required to ensure a positive customer outcome

  • Four weekend days a month is required with this position

  • Must maintain regular and reliable attendance.

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Customer Experience Agent I

Speedway Motorsports, Inc.