Customer Service Associate

Summary

Join FCP Euro, a rapidly growing online automotive parts retailer, as a Customer Service Associate! Based in Milford, CT, this role offers a remote option after initial onboarding. You will be the voice of FCP Euro, fielding customer inquiries via phone, email, and live chat, providing technical support, and ensuring order fulfillment. Success in this position requires strong communication skills, experience in a contact center, and proficiency in computer applications. FCP Euro offers competitive compensation, including a quarterly bonus opportunity, and a comprehensive benefits package.

Requirements

• 1+ years prior experience in a contact center environment
• High school diploma or equivalent
• Experience performing in an environment where KPIs are tracked
• Strong oral and written communication skills
• Proficiency in computer applications such as Google Docs, Google Sheets, and Gmail
• Ability to control multiple priorities in a fast-paced environment
• Strong attention to detail while maintaining a high degree of accuracy

Responsibilities

• Fielding and responding to customer inquiries predominately via phone, email and live chat, and providing technical automotive support as needed
• Assisting customers with pre- and post-purchase questions, including order fulfillment, order modifications, order status, UPS claims, order error support
• Adhering to customer inquiry audit criteria as outlined by our Customer Service Quality program
• Meeting and exceeding all individual goals and KPIs (key performance indicators)
• Consistent commitment to exceeding customer expectations through empathy and a solution-focused approach
• Following all departmental Standard Operating Procedures such as requesting refunds, documenting all customer interactions, etc

Preferred Qualifications

Automotive knowledge/experience

Benefits

• Company-subsidized Medical, Dental, and Vision insurance, including a zero-premium Medical plan for employees. Company HSA contribution
• 120 hours of PTO (Paid Time Off), 40 hours of Paid Sick Time plus Company Holidays
• 401k with Company deposit and match
• Discounted prices on our catalog of European car parts!
• Quarterly bonus opportunity of up to $750