Customer Service Representative

Job Description

Who are we?

Jacks Small Engines is the e-commerce leader in small engine parts with more than 3 million parts, 400 vendors, and a best-in-class online parts shopping experience. Jacks has a robust online Parts Look-Up platform that allows customers to quickly and easily find what they need, and operates a company-owned warehouse space to fulfill orders through its websites including jackssmallengines.com and mowersatjacks.com.

Why choose Jacks Small Engines?

We provide an industry leading benefits package to cover healthcare, retirement, and wellness programs to help you be your best self financially and physically. On top of that, we have:

• Paid time off
• Holiday pay
• Referral bonus
• Employee Discounts
• 401K with employer match
• Excellent work/life balance
• Employee Assistance Program
• Opportunity for internal growth and employee advancement
• Check out us out here: About Us - Jacks Small Engines

Job Summary

We have an immediate opening for a Customer Service Representative in our call center in Forest Hill, MD. This individual is responsible for answering 80+ calls per day ensuring the highest level of customer service is provided with each interaction. The ideal candidate will have a customer service and/or sales background with extensive knowledge of small engine parts, etc.

Responsibilities and Duties

• Answering inbound phone calls from end users of outdoor power equipment.
• Providing assistance to customers who have general inquiries or need to troubleshoot a problem.
• Entering orders into our proprietary web-based tool.
• Monitoring call queues to ensure goals are met for call abandonment, average answer speed and service level.
• Ensuring prompt handling of customer emails and correspondence.
• Assisting with technical support / parts lookup.
• Performing other duties as assigned.

Qualifications and Skills

• Position requires a High School degree or equivalent.
• 2 years of customer service and/or sales experience in a call center environment.
• Knowledge of small engine and/or automotive parts.
• Analytical skills to include problem identification and resolution.
• Working knowledge of a Windows based computer environment.
• Bi-Lingual a plus.

Work Setting: In-person