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Customer Experience Specialist II

Company: O'Reilly Auto Parts
Location: Springfield
Posted on: April 18, 2019

Job Description:

At O'Reilly Auto Parts, our Customer Experience Specialists II deliver exceptional Customer Service to our internal and external customers. Under the general direction of the Customer Experience Manager, our Customer Experience Specialists - Tier 2 assist in conflict resolution with customers and working with our field management team to ensure the company provides excellent service, while at the same time minimizing losses to the company. Customer Experience Specialists also interact with our online customers to provide a welcoming and engaging experience, just as if a customer walked into one of our stores. They assist our customers with application lookup, pricing, site navigation, help with orders, returns and warranties.  Essential job functions Provide access for our customers to voice concerns or complaints, and work with Field Management to resolve those issues. Receive, respond to and resolve incoming customer calls, letters, emails, O'Reilly Cares survey responses, O'Rewards account maintenance and social media complaints. Assist customers with product, operational and policy issues. Works closely with, field management to assist in reducing the company's exposure to liability while maintaining good customer relations. Engage with our Online Customers through Live Chat, providing assistance with parts lookup, pricing and availability, order tracking, return and warranty assistance. Skills and Qualifications High School Diploma or equivalent. Two years O'Reilly store or similar retail experience. Excellent written and verbal communication skills. Understanding of company policy and operational procedures. Advanced knowledge of automotive systems. Skills with online applications such as Social Media, various other applications. Advanced typing, email, spreadsheet, word processing skills. Ability to multi task and meet deadlines.

Keywords: O'Reilly Auto Parts, Springfield , Customer Experience Specialist II, Hospitality & Tourism , Springfield, Missouri

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