Technical Customer Service Representative

Description

PowerStop stands out as the pioneering force within the automotive aftermarket brake sector. Being part of PowerStop’s team entails becoming a member of a company that is reshaping the industry’s landscape. Join us and become an integral part of a brand that is undergoing remarkable expansion, where you can confidently expect to have the opportunity to contribute significantly to our team’s success. We are continually in search of enthusiastic and achievement-driven individuals who possess the drive and enthusiasm to aid us in achieving our goals. Moreover, we highly value candidates who share a passion for automobiles and a willingness to grasp the industry.

We’re looking for a driven and detail-oriented Technical Customer Service Representative to join our team. In this role, you'll be the first point of contact for customers, delivering prompt, courteous, and knowledgeable technical support. You’ll handle inquiries, process orders, and resolve issues with efficiency and professionalism, ensuring a seamless customer experience from start to finish. Success in this position requires excellent communication skills, a strong customer-first mindset, and the ability to multitask in a dynamic, fast-paced environment. This is a hybrid position, requiring two days onsite at our Burr Ridge location and three days remote each week.

Requirements

Essential Duties and Responsibilities:

• Identifies, investigates, and resolves customers’ problems with various company products
• Field support calls, chat, email, and/or other communication from customers with inquiries  
• Leverage in-depth product knowledge to provide accurate support and resolve customer concerns efficiently.
• Consult with customers to understand the steps they've taken and guide them through diagnostic and troubleshooting processes using tools and clear verbal instructions as needed.
• Collaborate with internal teams to research and improve products, documentation, and support processes
• Collaborate cross-functionally with product management, customer service, and operations teams to report issues, share customer feedback, and recommend product improvements.
• Maintains knowledge of automotive aftermarket technology innovations and trends.  
• Perform other related duties as assigned. 

Core Competencies: 

• Model PowerStop’s core values and behaviors as outlined in the Mission Statement. Safety First - Do The Right Thing - Win as a Team - Focus on the Customer - Act with Urgency - Drive Results
• Approach challenges with a problem-solving mindset, seeking creative and effective solutions.
• Always follow all company Environmental and Safety policies and procedures.
• Treat everyone with respect and dignity, valuing diverse perspectives and experiences.
• Approach each customer interaction with a can-do attitude and enthusiasm.
• Act with honesty, transparency, and ethical behavior in all dealings and maintain the highest standards of integrity.

Qualifications, Knowledge, Skills, and Abilities:

• 2 years of experience in customer service, preferably in a distribution or related industry.
• At least three years’ experience providing technical customer support, highly preferred
• Associate's degree in Computer Science, Automotive Technology, or related field 
• Bilingual English and Spanish preferred, but not required.
• Exceptional organizational capabilities and track record of handling multiple tasks simultaneously.
• Highly organized and comfortable working with Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook.
• Possesses excellent written and verbal communication  and interpersonal relationship skills to collaborate with diverse teams.
• Ability to adapt to a fast-paced, ever-changing environment.
• Possess a positive and friendly attitude and outgoing demeanor.
• Automotive Industry experience is highly preferred but not required
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and non-technical employees and customers.  
• Strong analytical and problem-solving skills.
• Strong technical aptitude with the ability to quickly learn new software and systems

Physical Requirements: 

• Prolonged sitting at a desk for an extended period and working on a computer
• Visual acuity to read screens, documents, and communications.