Technical Customer Service Representative (Burr Ridge)

PowerStop stands out as the pioneering force within the automotive aftermarket brake sector. Being part of PowerStop’s team entails becoming a member of a company that is reshaping the industry’s landscape. Join us and become an integral part of a brand that is undergoing remarkable expansion, where you can confidently expect to have the opportunity to contribute significantly to our team’s success. We are continually in search of enthusiastic and achievement-driven individuals who possess the drive and enthusiasm to aid us in achieving our goals. Moreover, we highly value candidates who share a passion for automobiles and a willingness to grasp the industry.

We are seeking a highly motivated and detail-oriented Automotive Technical Customer Service Representative to join our team. In this role, you will serve as the first point of contact for customer inquiries regarding troubleshooting and installing parts, providing prompt, courteous, and effective automotive technical support for customers. This role requires strong communication skills, a customer-first attitude, and the ability to manage multiple tasks simultaneously in a fast-paced environment. You will also process orders and resolve customers' issues. This is a hybrid role that requires at least two days onsite; Tuesdays and Wednesdays at our Burr Ridge location.

Essential Duties and Responsibilities:

• Identifies, investigates, and resolves customers’ problems with various company products
• Answer support calls, chats, emails, and/or other communication from customers with inquiries
• Consult with customers to understand the steps and procedures taken to identify and resolve the problem
• Apply knowledge of company products to solve problems.
• Guides customers through automotive diagnostics and troubleshooting processes, which may include the use of diagnostic tools and/or following verbal instructions
• Collaborate with internal teams to research and improve products, documentation, and support processes
• Collaborate cross-functionally with product management, customer service, and operations teams to explain errors and/or recommend modifications in programs
• Maintains knowledge of automotive aftermarket technology innovations and trends.
• Perform other related duties as assigned.

Core Competencies:

• Model PowerStop’s core values and behaviors as outlined in the Mission Statement. Safety First - Do The Right Thing - Win as a Team - Focus on the Customer - Act with Urgency - Drive Results
• Approach challenges with a problem-solving mindset, seeking creative and effective solutions.
• Always follow all company Environmental and Safety policies and procedures.
• Treat everyone with respect and dignity, valuing diverse perspectives and experiences.
• Approach each customer interaction with a can-do attitude and enthusiasm.
• Act with honesty, transparency, and ethical behavior in all dealings and maintain the highest standards of integrity.

Qualifications, Skills, and Abilities:

• At least three years of experience providing hands-on automotive technical customer support, highly preferred
• Associate's degree in Automotive Technology, highly preferred
• Automotive Industry experience is highly preferred
• Bilingual English and Spanish preferred, but not required.
• Exceptional organizational capabilities and track record of handling multiple tasks simultaneously.
• Highly organized and comfortable working with Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook.
• Possesses excellent written and verbal communication and interpersonal relationship skills to collaborate with diverse teams.
• Ability to adapt to a fast-paced, ever-changing environment.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Strong analytical and problem-solving skills.
• Strong technical aptitude with the ability to quickly learn new software and systems

Physical Requirements:

• Prolonged sitting at a desk for an extended period, and working on a computer.
• Visual acuity to read screens, documents, and communications.

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, sexual orientation, gender identity, disability, veteran status, or national origin.