Customer Service Associate

FCP Euro is hiring a Customer Service Associate for our service center in Mesa, AZ.  Customer Service is at the heart of FCP Euro. It's been a part of our core values since day one, and we continue to live and breathe it every day. This position is responsible for researching answers and responding to customer inquiries while upholding our industry-leading standard of service.  

FCP Euro is the trusted home and online destination for European car owners and professionals. Family-owned since 1986, our mission is to make European vehicle ownership more enjoyable and enduring by delivering the highest quality parts, knowledge, and support people can rely on.  At FCP Euro, we exist to empower owners and professionals with the confidence and support to care for their European cars properly. That commitment has made us more than a retailer, but a long-term partner for those who value quality, expertise, and trust throughout the life of their vehicle. 

Responsibilities and Duties

• Fielding and responding to customer service inquiries predominantly via phone, email, and live chat, and providing technical automotive support as needed
• Assisting customers with pre- and post-purchase questions, including order fulfillment, order modifications, order status, carrier claims, and order error support. 
• Adhering to customer inquiry audit criteria as outlined by our Customer Service Quality program
• Meeting and exceeding all individual goals and KPIs (key performance indicators)
• Consistent commitment to exceeding customer expectations through empathy and a solution-focused approach
• Following all departmental Standard Operating Procedures, such as requesting refunds, documenting all customer interactions, etc.
• Ability to attend on-site orientation in Mesa, AZ, for the first 30-45 days of training 

Qualifications and Skills

• 2+ years of prior experience in a contact center environment.
• Experience performing in an environment where KPIs are tracked, such as 
  • Calls per hour
  • Schedule Adherence
  • Quality Assurance Score 
  • CSAT
• High school diploma or equivalent required. Formal post-secondary education, such as an Associate’s, Bachelor’s, or equivalent degree, is a plus. 
• Strong oral and written communication skills
• Advanced proficiency in multiple computer systems & applications to research and resolve problems 
• Ability to control multiple priorities in a fast-paced environment
• Strong attention to detail while maintaining a high degree of accuracy
• Automotive knowledge/experience preferred but not required

Compensation

• $20/hr - $24/hr depending on experience
• Quarterly bonus opportunity of up to $750

Benefits and Perks

• Company-subsidized Medical, Dental, and Vision insurance, including a zero-premium Medical plan for employees. Company HSA contribution.
• 120 hours of PTO (Paid Time Off), 40 hours of Paid Sick Time, plus Company Holidays
• 401k with Company deposit and match.
• Discounted prices on our catalog of European car parts!

Schedule

The start date is June 15th.

FCP Euro operates on Eastern Time (ET), which means schedules will shift mid-year to align with Arizona’s Mountain Standard Time (MST). The shifts listed below are shown in MST and reflect the adjusted start times based on the time of year. 

After a 6-week on-site onboarding, Monday-Friday from 6 AM - 3 PM MST, we have positions available in each of the following shifts:

• 8 AM / 9 AM - 5 PM / 6 PM MST - Thursday and Sunday Off
• 9 AM / 10 AM - 6 PM / 7 PM MST  - Thursday and Sunday Off

The role is remote-eligible upon successful completion of training and based on adherence to performance standards. We ask team members to come to the office for quarterly company meetings and other in-person working sessions.

No phone calls or agency referrals, please.

FCP Euro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment of any kind on the basis of race, color, religion, sexual orientation, sex, gender identity or expression, national origin, cultural heritage, ancestry, political belief, age, marital status, family status, pregnancy, physical or mental disability, intellectual disability, learning disability, veteran status or any other characteristic protected by the law