Customer Service Representative

Customer Service Representative, 

Job Overview: 

AAMCO Transmissions & Total Car Care is seeking a customer service representative to act as a liaison between our customers and our franchisees. AAMCO is an iconic American brand with more than 60 years of experience repairing transmissions and other complex car repair issues. CSRs work to resolve any emerging problems that our customers might face with empathy and efficiency. As a successful customer service representative, you put yourself in your customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to you and you are not easily ruffled by anger or stress. You are confident at troubleshooting and investigate if you don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.  

Role & Responsibilities 

• Manage large amounts of incoming calls 

• Identify and assess customers’ needs to achieve satisfaction 

• Build sustainable relationships and trust with customer accounts through open and interactive communication 

• Provide accurate, valid, and complete information by using the right methods/tools 

• Meet personal/customer service team performance targets 

• Provide customers appropriate solutions and alternatives efficiently and follow up to ensure resolution 

• Keep records of customer interactions, process customer accounts, and document appropriately in Salesforce  

• Follow communication procedures, guidelines, and policies 

Qualifications & Experience 

• Proven customer support experience or experience as a client service representative 

• Strong phone contact handling skills and active listening 

• Customer orientation and ability to adapt/respond to different types of customers 

• Excellent communication skills 

• Ability to multi-task, prioritize, and manage time effectively 

• 18 years of age or older 

• High School Diploma or equivalent 

• At least 6 months of previous call center experience a plus 

• Proficient in PC operation and navigation 

• Full-Time schedule availability within hours of operations: 8:30am-5:30pm Eastern Monday-Friday 

• Prior Salesforce or other CRM experience strongly preferred  

• Prior Automotive experience a plus 

• Willing to submit to background check (includes education and employment verification) 

• Bilingual (Spanish) a PLUS

Compensation 

• Range from $14 to $20 per hour, increases for performance and tenure  

Job Type: Full-time 

Benefits: 

• 401(k) 

• Dental insurance 

• Employee assistance program 

• Health insurance 

• Health savings account 

• Life insurance 

• Paid time off 

• Paid training 

• Vision insurance 

• Work from home 

Schedule: 

• 8-hour shift 

• Day shift 

Education: 

• High school or equivalent (Required) 

• Some college or college degree (Preferred)  

Work Location: 3 days at Horsham Office with 2 days remote