Client Care Representative - Remote Position

About Us:

Monster Transmission, based in Odessa, Florida, has been a trusted leader in the automotive aftermarket industry for over 20 years. Specializing in remanufacturing and rebuilding transmissions for domestic vehicles, we deliver high-quality, reliable products to customers around the globe. Every transmission is crafted with precision and rigorously tested to meet the highest performance standards before leaving our facility.

Position Summary:

The Client Care Representative at Monster Transmission & Performance serves as the primary point of contact for all incoming customer calls, providing exceptional service and support. This role is essential in delivering a positive first impression and ensuring a smooth customer experience by addressing inquiries, offering knowledgeable guidance on Monster Transmission’s products, services, and promotions, and directing clients to the appropriate departments when necessary.

Reporting to the Client Care Lead, the Client Care Representative is responsible for documenting customer interactions, managing service tickets in the Zoho system, returning voicemails, and upholding the company's commitment to excellent client care. This position requires strong communication skills, attention to detail, and a customer-first attitude.

This role is fully remote, all equipment that you need to perform your duties will be provided to you.

Requirements

• Essential Duties and Responsibilities: Act as the first point of contact to the customer for all service requests or inquiries.
• Advise customers regarding Monster Transmission’s products, services, and active promotions.
• Provide consistent, thorough, and accurate communication to customers to keep them updated on the progress of their order and provide updates on impending changes or delays.
• Adhere to all company processes and procedures while addressing the needs of our clients.
• Create and maintain detailed documentation for all client interactions.
• Respond to and create tickets in Zoho ticketing system.
• Return voicemails from customers.
• Other duties as assigned.
• Knowledge, Skills and/or Abilities Required: Excellent customer relationship skills.
• The ability to multitask between multiple priorities and/or projects simultaneously.
• The emotional intelligence to be able to de-escalate problems and alleviate concerns as they arise.
• Superb listening and communication skills, both verbal and written.
• Strong computer skills.
• The ability to engage the customer from the beginning of the call through to the resolution.
• Ability to build positive collaborative relationships.
• Willingness to develop professionally.
• Preferred and/or Required Experience: 3+ years of experience in a fast-paced administrative or customer service role preferred.
• Previous experience with a Customer Relationship Management (C.R.M.) system preferred.
• Familiarity with Microsoft Office preferred.