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Customer Experience Support Agent

Company: Speedway Motorsports, Inc.
Location: Lincoln
Posted on: June 10, 2021

Job Description:

Looking to join our team? Here's what we're looking for!

Are you a customer service Rockstar? Do you thrive on going above and beyond for your customers? If so, we are looking for you!

Speedway Motors has been a trusted source for specialty rodding, racing products, and friendly expert advice for almost 70 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 and we are looking for you to continue that tradition!

If you like supporting customers to get what they aspire, all while working from the luxury of your home, we are looking for you! We are looking for candidates to work M-F from 8 a.m. - 5 p.m. CST shifts. Our next training class will be on June 28th and we would love if you would join!

We believe strongly in our company values and live them out each day! We work together as One Team across all departments, Choose Positivity in everything we do, put People First, encourage speaking up because You Have a Voice, and above all else, we are Driven to Succeed. If you can embrace these values and they align with who you are, then we'd love to chat with you!

Job overview

As the Customer Experience Support Agent, you will be the second point of contact for existing Speedway Motors retail customers with post-purchase questions. Your role will be customer service focused and you will answer escalated inbound phone calls to troubleshoot customer order experiences. You will troubleshoot post-purchase experiences by researching product quality issues, locating order packages, refunding customers, creating orders for replacement parts, and soothing upset customers.

Here are the specifics:

  • Use a telephone system daily to answer escalated inbound calls in a courteous and professional manner while building a positive rapport with existing Speedway Motors customers who have had a negative order experience.
  • Use the SOP CRM system and shipping carrier websites efficiently and accurately as primary tools for troubleshooting customer order issues.
  • Use physical Speedway Motors catalogs and navigate Speedway Motors websites to answer basic product fitment, technical specification, and availability questions, and as secondary tools for troubleshooting customer order issues.
  • Occasionally use vendor physical catalog and digital website resources to answer basic product fitment and technical specification questions as tertiary tools for troubleshooting customer order issues.
  • Create refund credit memos, create replacement orders, upsell and cross-sell products and services to customers over the phone as needed.
  • Occasionally make outbound follow-up telephone calls to Speedway Motors customers.
  • As needed, transfer advanced technical questions to experienced agents in the CX Auto Tech Chapter.
  • Rarely escalate advanced post-purchase issues to CX Support II and III agents.
  • 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 and JIRA 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.

We'll take care of you - here's how!

We put our employees first, and care about your well-being and personal life. From a competitive benefits package and 401k plan to growth opportunities, we have your best interest in mind, always.

  • Comprehensive Health, Dental and Vision Insurance
  • Retirement Plan with Company Match
  • Paid Time Off
  • Paid Holidays
  • Continuing Education Reimbursement
  • Wellness Program and Gym Reimbursement
  • Discount on Speedway Motors Product, Extra Pay for Being Involved in the Industry (Attending Car Shows, Race Events, Creating Content for Automotive Blog), Rent Discount for all Speedway Properties, and Referral Bonuses.
  • Growth Opportunities
  • An extremelysupportive team.
  • Opportunity to utilize your strengths and be creative.

Work Environment

In March of 2020, we moved the majority of our office roles to work-from-home full time to protect our workforce and their families.

While we do offer the opportunity to work remotely, this opportunity includes being able to physically work in our Lincoln, NE call center as needed.

What you'll need to succeed in this position:

  • 2-year Associates Degree or Equivalent Experience in Customer Service.
  • A reliable internet source will be a must!
  • Excellent data entry skills!
  • Typing at least 35wpm and 130KPM on 10 key.

  • Must be able to multitask, using multiple programs simultaneously.
  • Superior customer service skills (including questioning, verifying, listening, establishing rapport).
  • Excellent computer skills, this includes experience with the Microsoft Suite (Word, Outlook, and Excel) and Zoom.
  • Must be able to interpret written communications and comprehend the English language by clearly reading, writing, and speaking fluent English.
  • Able to work independently as well as effectively in a team environment.
  • Must maintain regular and reliable attendance.

Preferred Experience:

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

If this sounds like you, we would love you to join our Speedway Family! Please include your resume to help us get to know you better.

Keywords: Speedway Motorsports, Inc., Lincoln , Customer Experience Support Agent, Other , Lincoln, Nebraska

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