Customer Service Associate

Job Description

FCP Euro is hiring a Customer Service Associate for our service center in Milford, CT. Customer Service is at the heart of FCP Euro. It's been a part of our core values since day one and we continue to live and breathe it every day. This position is responsible for researching answers and responding to customer inquiries while upholding our industry-leading standard of service.

FCP Euro is an online automotive parts retailer headquartered in Milford, Connecticut. FCP stands for "Foreign Car Parts," and we specialize in replacement parts for European vehicles. In the past 10 years, FCP Euro has earned a spot on the Inc. 5000 fastest-growing private companies list eight times. Customer service is deeply rooted in our core values. FCP Euro is a customer and technology company, and this unique blended culture has yielded outstanding results worthy of reward and recognition. We are devoted to developing and maintaining user-friendly and accurate automotive catalogs. We have an incredible enthusiasm for what we do, and we are always looking for ways to grow, learn, and improve.

Responsibilities and Duties

Fielding and responding to customer inquiries via phone, email, and/or live chat within our Contact Center

Assisting customers with new orders, order issues, refunds, shipping claims, and working with other teams within the company

Meeting and exceeding all departmental KPIs depending on the assigned channel, including 55+ calls per day, 80+ email resolutions per day, or 60+ Live Chats per day

Consistently delivering a "WOW" factor above and beyond customer expectations by meeting 85% audit criteria

Documenting and administrating duties

Clearing tickets and inquiries over the weekend and within 24 hours of being assigned

Qualifications and Skills

College education or automotive education preferred, automotive enthusiast, preferred

3+ years prior experience in a customer service role, required duties and responsibilities including servicing customers via telephone, email, and face-to-face interactions; prior experience in a call center environment is highly desired

Experience performing in an environment where KPIs are tracked

Demonstrated proficiency in typing, data entry, and basic math skills

Strong oral and written communication skills

Proficiency in computer applications such as Word, Excel, Gmail required, Google Docs preferred

Ability to control multiple priorities and projects in a fast-paced environment; strong attention to detail while maintaining a high degree of accuracy

Automotive parts knowledge preferred

Pay

$19.50/hr and up, depending on prior experience

Quarterly Bonus Opportunity of $750

Other Benefits and Perks

Company-subsidized Medical, Dental, and Vision insurance.

15 days of PTO (Paid Time Off), Company Holidays and Floating Holiday time.

401k with Company and with company match.

Discounted prices on our catalog of European car parts!

No phone calls or agency referrals, please.

FCP Euro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment of any kind on the basis of race, color, religion, sexual orientation, sex, gender identity or expression, national origin, cultural heritage, ancestry, political belief, age, marital status, family status, pregnancy, physical or mental disability, intellectual disability, learning disability, veteran status or any other characteristic protected by the law

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