Customer Chat Support Representative Jobs in Ohio

Description

Enthusiast Auto Holdings (EAH) is a highly successful e-commerce company in the automotive aftermarket parts industry. EAH goes to market via nine enthusiast focused websites (banners) - ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, RCI Off-Road and EVANNEX. EAH serves automotive enthusiast customers who are passionate about how their vehicle looks and performs, by providing the parts, content, knowledge and support to make their vehicle come to life. We also serve a global network of specialty installer shops that solve for customers looking for a "Do it For Me" option. EAH's leadership team has delivered strong organic growth with market-leading profitability. EAH has also completed multiple acquisitions and plans continued expansion of its served markets via acquisition.

EAH is owned and supported by Cortec Group, a premier private equity firm. Cortec has invested millions of dollars to expand EAH's operations, facilities, technology, and leadership. Among other investments, EAH has recently completed a significant facility expansion at its primary distribution center and is in the process of implementing enterprise-level ERP / WMS / OMS systems.

EAH and is now seeking to strengthen the ECS Tuning team with an Inside Sales Support Representative as the business continues to scale. This is an on-site full-time position and offers competitive compensation.

The success of ECS Tuning is driven by an energetic culture of automotive passion, results and an unrelenting determination to succeed.  The Inside Sales Support Representative is responsible for providing sales and customer service assistance to our customers, in support of our Sales Department. 

This individual must be an experienced car enthusiast with a hunter mindset to unlock new sales opportunities.

Requirements

Daily tasks include:

• Email Support and Inbox Maintenance - In this role, you will be responsible for managing our Sales inbox to ensure that we are responding to our customers in a timely fashion, providing best-in-class service and support. This task will rotate with Live Chat responsibilities.
• This will require you to follow up with other team members to ensure that their emails are being replied to in a timely fashion, within our 3-hour SLA.
• Live Chat Support - In this role, you will be responsible for serving our customers through Live Chat in a timely fashion, providing best-in-class service and support. This task will rotate with Email Support responsibilities.
• Social Media Maintenance - In this role, you will be responsible for managing responses to customers on our social media platforms. This includes but is not limited to Facebook, Instagram, and Twitter, mainly through Sprout Social, which aggregates all customer communications.
• Customer Interaction - In this role, you will be responsible for handling customer communications with buyers and potential buyers, seeking advice, product support, fitment suggestions, etc. All customers must be replied to promptly, with industry-leading advice and support to ensure that we're providing a world-class experience for our customers.
• Preparing Quotations - In this role, you will be responsible for providing customers with quotes, ship date estimates, and more.
• Other Duties as Required - In this role, you will be required to support other areas as needed, such as phone support, chat support, or tending the Curbside/Will-Call lobby. These duties will be assigned as needed.

What Success Looks Like:

• Providing every customer with the best-in-class experience! Maintaining a score of 87% or higher with customer feedback.
• Living by our values in all that you do.
• Delivering on defined SMART Goals

We are looking for a candidate who is a hunter and willing to explore new sales opportunities, self-motivated, customer-centric, and with strong skills in communication. This candidate must be willing to fulfill and promote our core values of communication, transparency, trust, collaboration, and respect, and must be able to take/receive constructive feedback.