Customer Service Representative

Customer Service Associate

Job title: Customer Service Associate           

Job type: Full Time

Location: 101 Jegs Blvd., Delaware, OH 43015 or 751 E 11th Ave, Columbus, OH 43211

Hours of Operation: 4 days – 10 hours shifts

(schedule varies based on business needs)

The JEGs Story:

Why do millions depend on JEGS for their high-performance car parts? It’s simple - from the iconic mail-order catalog to a fully stocked e-commerce experience, we have built a preferred destination for every gearhead, professional racer, weekend warrior and restoration guru who wants to take their vehicle to the next level.

Job Summary:

JEGS has immediate openings for experienced Customer Service Associates to work in our Columbus, OH or our Delaware, OH Call Centers. If you are passionate about providing quality customer service and enjoy working in a high-volume customer-focused environment, this could be your opportunity.

Key Responsibilities:

• Professional Customer Service: Deliver a high level of professional, courteous and personalized customer service in all interactions.
• Customer Inquiry Response: Answer customer inquiries through various channels (phone, email, support tickets) in a timely and accurate manner.
• New Account Creation: Gather all required information to onboard new customers, including but not limited to name, phone number, email address, and shipping and billing information. 

• Account Updates: Update customer account information as needed, ensuring data accuracy and integrity.

• Documentation of Customer Interactions: Accurately document customer conversations, interactions and transactions for future reference and quality assurance.
• Customer Complaint Handling: Effectively manage and resolve customer complaints with professionalism and empathy, ensuring customer satisfaction.
• Product & Service Knowledge: Provide clear and concise information regarding products, services and company policies to customers.
• Order Processing: Efficiently process orders, ensuring accuracy and attention to detail in all transactions.
• Shipping Status Checks: Track and provide updates on the status of customer orders, shipments and deliveries.
• Upselling & Cross-Selling: Utilize sales techniques to upsell and cross-sell products or services based on customer needs and preferences.

Core Skills:

• Customer Service Experience: 2+ years of customer service experience in a call center environment, with a proven track record of delivering excellent service.
• Problem-Solving & Decision-Making: Strong problem-solving abilities and sound decision-making skills to handle customer concerns effectively and efficiently.
• Customer Satisfaction Focus: Ensure complete customer satisfaction by addressing concerns, offering solutions and following up as needed.
• Attention to Detail: Demonstrate a keen eye for detail when processing orders, updating accounts and tracking customer interactions.
• Complaint Acknowledgment: Acknowledge customer complaints promptly by professionally demonstrating attentiveness to their concerns.
• Verbal and Written Communication: Strong verbal and written communication skills with an upbeat, concise and professional tone.

Preferred Skills:

• Complaint Acknowledgment: Acknowledge customer complaints promptly and professionally, demonstrating attentiveness to their concerns.
• Active Listening: Apply active listening skills to understand customer needs, identify issues and provide appropriate solutions.
• Microsoft Office 365 Proficiency: Proficient in Microsoft Office 365 suite (Word, Excel, Outlook and Teams) with strong computer aptitude.
• Positive Attitude: Maintain a positive, solution-focused attitude even in challenging situations.
• Time Management: Effectively prioritize tasks and manage time to ensure all customer needs are met promptly.
• Multitasking: Ability to handle multiple customer inquiries and issues simultaneously while maintaining a high level of service.

What We Offer:

JEGS offers a comprehensive benefits package that includes medical/dental/vision/Rx insurance, Short-term and Long-term disability, company-paid life insurance, a business-casual dress environment, 401K and profit-sharing retirement plans, holidays, PTO, Floating Holidays, an associate product discount and weekly pay.