$21 - $23/ HR
Investigates customer inquiries about merchandise or warranties by performing the following duties
Essential Job Duties:
Be familiar with ATK internal Policies, values, and ATK Quality Policy
Be aware of his/her process/sub process and know related procedures
Provide quality customer service according to product support procedure (P0583001)
Maintain performance indicators in acceptable levels
Answer all calls promptly and courteously
Assisting customers on the telephone with any inquiry they may have regarding technical or warranty concerns they may have
Provide technical service to customers, dealers, and field technicians for the products and services sold by ATK North America
Primarily diagnose, troubleshoot, and recommend field repairs regarding "internal engine" failures
Under minimal supervision, provide technical support to the ATK customer base on a variety of automotive related repairs, by use of telephone, internet, email, and written communication consistent with the objectives and policies set forth by the department.
Notifies customer and designated personnel of findings, adjustments, and recommendations such as denied or approved warranty, payment of a claim, credit of customer's account, or adjustment of customer's bills
Recommends to management improvements in product, packaging, shipment methods, service, or billing methods and procedures to prevent future complaints of similar nature
Contact customers as a follow up to ensure customer satisfaction, as required
Keys information into computer to obtain computerized records
Maintain a safe and clean work environment (5S Program)
Be familiar with ATK's Code of Safe Work Practices.
Education & Experience: GED, 2 years Automotive Technical School and 5 years automotive repair experience; or 10 plus years automotive repair experience. Must be familiar with diagnostic and repairs of internal combustion engines.
Knowledge/Skills/Abilities: Computer skills, ability to communicate effectively with customers, ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Essential Physical Demands/Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions