What are the responsibilities and job description for the CUSTOMER SERVICE REP II position at The Hillman Group, Inc.?
Job Summary
The Key Concierge is responsible for delivering key duplication, programming, and replacement services for automotive keys and key fobs. This role demands a combination of technical expertise, precision, and exceptional customer service to ensure customers' vehicles are accessible and fully operational. The technician will work with a wide range of vehicle models, advanced electronic key systems, and diagnostic tools to create, repair, and ensure that program keys are verified. Attention to detail is crucial, as each job requires accuracy and expertise to ensure functionality and security.
Essential Job Functions
Job Summary
Establishes and maintains positive relationships with customers and Hillman Field Service staff by receiving and responding to a high volume of telephone requests. Essential Job Functions
- Customer Support : Provide phone-based assistance to customers, helping them troubleshoot key programming issues, including transponder key, key fob, and remote starter issues.
Provide support to both Hillman Customers and Field Staff via the phone loop, answer incoming calls from both call loops, provide order support (placement, tracking, expediting, quote, etc.), order entry via phone, fax, email, web site, process pickups and damages.
Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.
Education & Experience
High School Diploma and 0-2 yrs experience (required).
Strong Skills in Microsoft Office : Word, Excel, Outlook, and PowerPoint
Excellent interpersonal, problem solving and communication skills; Able to work with a variety of personalities and maintain composure under stressful conditions
Competencies - Knowledge, Skills and Abilities
Tempe #BuiltHillmanStrong
Work Environment and Physical Demands
Work Environment
Office : Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.
Physical Demands
Office : Sedentary.
The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Other details
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