Bilingual Customer Service Agent

Empire Auto Parts is a leading provider of aftermarket collision auto parts to independent body shops, multi-shop operators, and dealer-operated body shops throughout the Northeast and Mid-Atlantic regions. Founded in 1985 and headquartered in Totowa, NJ, the company has over 30 locations and employs over 800 team members.

We offer our employees the opportunity to grow and thrive professionally, to contribute to the success of a dynamic fast-paced organization. Come grow with us and let us show you why Empire Auto Parts is a leader in quality and service in the aftermarket auto parts industry.

We are looking for a Customer Service Agent to answer incoming service calls and online orders.

Responsibilities:

• Answers inquiries via telephone regarding product availability and pricing
• Processes order requests using company systems; reviews and confirms online orders as needed and process returns and exchange requests
• Places outbound calls to customers to update order status, verify account information and update business and contact information as needed
• Answers product information requests and resolve product support problems as these arise
• Handles customer issues and concerns proactively and promptly, advocating for the customer while adhering to the policies and balancing the needs of the company
• Listens for customer needs and overcome obstacles or hurdles to securing (more) business from the customer
• As appropriate, highlight Empire’s advantages versus competitors, such as high part availability, easy ordering (online/phone/fax), frequent deliveries, and streamlined returns
• Fully document all interactions with the customer

Qualifications/Skills:

• Great attitude and personality
• Bilingual: English and Spanish
• Exceptional communication skills, including carefully listening to, understanding, and following up on customer requests
• Ability to handle customer issues with precision, professionalism, and courtesy
• Ability to build rapport and credibility with customer
• Enthusiasm, patience, and a positive attitude
• High school diploma or equivalent is a plus
• Be at least 18 years old

What We Offer:

• Health, Dental & Vision Insurance
• Health Savings Account (HSA) with Employer Contribution
• Optional Life Insurance, Long & Short-Term Disability, Critical Illness, Accident and Hospital Insurance
• 401K Retirement Plan with Employer Match 
• Paid Training
• Paid Time Off
• Paid Sick Days
• Paid Holidays, Including 1 Floating Holiday (Your Birthday)
• Weekly Pay
• M-F work week; No weekends

Employee Perks:

• Casual Dress Code
• Teamwork Environment
• Fun Anniversary Party
• Free Company Apparel
• Free Parking
• Employee Recognition
• Free Company Apparel

Empire Auto Parts, LLC is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws.

* Empire Auto Parts participates in E-verify. Link: https://mandatoryview.com/?LicenceId=aff05aa0-caa9-49f7-803f-6dc96b954dd3&ProductType=OnlineApplicant&SubType=PG

Compensation details: 19 Hourly Wage

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