Customer Experience Specialist

Mishimoto•Concord Township, PA

About The Position

Mishimoto is the world leader in performance cooling automotive parts. It is both our commitment to a quality product and excellence in customer service that sets us apart. Our Customer Experience Specialists are on the front lines every day ensuring that any customer question or concern is handled with the utmost professionalism and that a path forward is found. Our Customer Experience Specialists are Team Mishi’s heroes. Every day, with every call, they create an experience that shapes our reputation in the community.

Requirements

High School Diploma/GED required.
Demonstrated 1-3 years’ experience in Customer Service
Demonstrated 1-3 years’ experience in the Auto industry
A keen understanding of how automotive systems, namely cooling, work together and a versed knowledge of car part functionality. You need to be able to ask the right troubleshooting questions in order to offer a path forward.
Mad multitasking skills. Most of the day you’ll have a phone call coming in, a live chat support session, and three to four web pages open all at once. You are comfortable switching gears.
A strong sense of empathy. You are attuned to hear the question behind a question. Customers must know that we are on their side and we are here to fix the problem.
Excellent problem solving skills. You might not know all the answers but you know how to find and communicate the solution.
An ability to diffuse a frustrated customer’s emotion. It is about patience and immediate relationship building.
Great typing skills. Everyone live chats now-a-days. The faster you can respond to a customer, the happier they’ll be.
Strong Microsoft Office and Internet skills and the ability to learn new software systems quickly. These are our key tools to getting our work done.
Professional English writing and verbal communication skills. You’ll be chatting with customers all day long. You are the voice of Mishimoto.
Ability to give and receive constructive feedback to ensure the best customer experience possible.
Teaming skills and positivity. We are Team Mishi, we collaborate, and we lift each other up.

Responsibilities

Find solutions for our customers. “I do not know” is not in our vocabulary. Every interaction ends with a clear resolution of what is going to be done to help the customer.
Answer patron general inquiries and provide technical assistance via chat, phone or email. Answer patron general inquiries and providing technical assistance via chat, phone or email. Sometimes you’re helping a customer troubleshoot the installation of a radiator or helping select the best intercooler for a customer’s build.
Support sales by listening to customers’ needs and suggesting appropriate products that will make the enthusiast happy.
Monitor, research, and respond to industry forums. If an enthusiast voices a concern anywhere online, we want them to know that we are there for them.
Assist Order Entry with website order verification. Protecting consumers and the company from credit card fraud is critical in today’s economy.
Oversee shipping claims. Sometimes travel snafus happen; we fix them.
Process warranty claims. Our customers rely on our warranty program; we ensure a smooth experience.