Customer Experience Team Lead

About Mishimoto

Mishimoto is the flagship brand of Resource Intl., an industry-leading engineering firm specializing in performance automotive products. We make the best cooling systems for our favorite performance cars. We move fast, we are driven to win, and we know it is important to be cool, whether it's under the hood of a car or at an awesome place to work. Our state-of-the-art corporate campus is located in New Castle, Delaware, with four subsidiary locations worldwide.

Benefits and Perks

Our employees love our workplace because:

• It's a gearhead's dream - Design and develop performance automotive products for the car scene.
• We make way for play - Attend wine and cheese gatherings and hit up our favorite events, from drift to autocross to classic car shows.
• We take a breather - Enjoy an in-house gym, massage chair, and healthy-snack vending machine.
• Our workplace is beautiful - Work in an office designed to stimulate creative thinking.
• The employee discounts rock - Get exclusive access to Mishimoto products and discounts from our partners.
• Dedicated career path - This isn't a dead-end job; we've created a complete, tiered career path to show CSRs what it takes to move up and expand your abilities.
• The bennies - Medical, dental, vision, paid time off, 401(k) w/ 4% match, disability pay, and life insurance.
• We score - The bonus program is tied to overall company performance goals.
• Dog Days! Bring your dog to work every day!

Customer Experience Team Lead

Mishimoto is the world leader in performance cooling automotive parts. It is both our commitment to a quality product and excellence in customer service that sets us apart. Our Customer Experience team is on the front lines every day ensuring that any customer question or concern is handled with the utmost professionalism and that a path forward is found. Our Customer Experience team is Team Mishi's heroes. Every day, with every call, they create an experience that shapes our reputation in the community.

What You'll Do

• Support the Customer Experience team with escalations including, but not limited to orders, calls, tickets.
• Run lead for B2B customer submitted tickets.
• Be prepared to jump in the queue to handle overflow during busy periods!
• Find solutions for our customers. "I do not know" is not in our vocabulary. Every interaction ends with a clear resolution of what is going to be done to help the customer.
• Support sales by listening to customers' needs and suggesting appropriate products that will make the enthusiast happy.
• Assist Order Entry with website order verification. Protecting consumers and the company from credit card fraud is critical in today's economy.
• Research and resolve higher level issues concerning fitment, website information, and orders escalated by the Experience team.
• Process warranty claims. Our customers rely on our warranty program; we ensure a smooth experience.
• Act as shift supervisor during the hours your team is assigned, taking primary responsibility for the success of that shift and creating and managing the handoff points between other customer service shifts.
• Monitor and motivate the team by keeping regular 1:1 meetings with each person on the shift.
• Work alongside the Customer Experience Manager to identify trends, create performance reviews, and develop schedules for the team.

Your Creds

• Demonstrated 3-5 years' experience in Customer Service.
• Demonstrated 1-3 years' experience in the Auto industry.

You Must Have:

• A keen understanding of how automotive systems, namely cooling, work together and a versed knowledge of car part functionality. You need to be able to ask the right troubleshooting questions in order to offer a path forward.
• Great attention to detail. Understanding our product line and processes allows us to quickly identify trends and problems that require action.
• Fantastic initiative. The Team Lead must tackle new projects head on and follow up with other departments and customers to provide timely resolutions.
• Ability to handle sensitive and confidential information.
• A desire to see people grow and a willingness to invest your time in their development.
• Mad multitasking skills. You are comfortable switching gears.
• A strong sense of empathy. You are attuned to hear the question behind a question. Customers must know that we are on their side and we are here to fix the problem.
• Excellent problem-solving skills. You might not know the answers, but you know how to find it and communicate the solution.
• An ability to diffuse a frustrated customer's emotion. It is about patience and immediate relationship building.
• Great typing skills. Everyone live chats now-a-days. The faster you can respond to a customer, the happier they'll be.
• Strong Microsoft Office and Internet skills and the ability to learn new software systems quickly. These are our key tools to getting our work done.
• Professional English writing and verbal communication skills. As the primary point of escalation for your shift, your words matter and will be taken seriously by those you interact with.
• Ability to give and receive constructive feedback to ensure the best customer service experience possible.
• Teaming skills and positivity. We are Team Mishi, we collaborate, and we lift each other up.

If the above describes you and your passions, we want to hear from you!

Physical Demands & Working Conditions:

While performing the duties of this job, our reps regularly:

• Sit for extended periods of time without being able to leave the work area.
• Listen and understand verbal inquiries via the telephone and computer.
• Clearly express ideas and information by the spoken word.
• Use hands; reach with hands and arms and talk or hear.
• Occasionally required to stand; walk and climb or balance.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include ability to adjust focus.

Mishimoto is made up of people with many different backgrounds and lifestyles, and we like it that way. We invite applications from people of all stripes. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences that people imagine to discriminate against one another. Also, if you have a disability, please let us know if there's anything we can do to make the interview process better for you; we're happy to accommodate.

Salary

$20 - $26 USD