Customer Service Representative

Who are we?

Jacks Small Engines is the e-commerce leader in small engine parts with more than 3 million parts, 400 vendors, and a best-in-class online parts shopping experience. Jacks has a robust online Parts Look-Up platform that allows customers to quickly and easily find what they need, and operates a company-owned warehouse space to fulfill orders through its websites including jackssmallengines.com and mowersatjacks.com.

Why choose Jacks Small Engines?

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  Paid time off

  
  


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  Parental leave

  
  


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  Holiday pay

  
  


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  Referral bonus

  
  


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  Employee Discounts

  
  


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  401K with employer match

  
  


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  Excellent work/life balance

  
  


• Employee Assistance Program


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  Opportunity for internal growth and employee advancement

  
  


• Medical, dental, vision, 401K benefits eligibility after 30 days of employment.


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  Check out us out here: About Us - Jacks Small Engines

  
  

Job Summary

We have an immediate opening for a Customer Service Representative in our call center in Forest Hill, MD. This individual is responsible for answering 80+ calls per day ensuring the highest level of customer service is provided with each interaction. The ideal candidate will have a customer service and/or sales background with extensive knowledge of small engine parts, etc.

Responsibilities and Duties

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  Answering inbound phone calls from end users of outdoor power equipment.

  
  


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  Providing assistance to customers who have general inquiries or need to troubleshoot a problem.

  
  


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  Entering orders into our proprietary web-based tool.

  
  


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  Monitoring call queues to ensure goals are met for call abandonment, average answer speed and service level.

  
  


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  Ensuring prompt handling of customer emails and correspondence.

  
  


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  Assisting with technical support / parts lookup.

  
  


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  Performing other duties as assigned.

  
  

Qualifications and Skills

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  Position requires a High School degree or equivalent.

  
  


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  2 years of customer service and/or sales experience in a call center environment.

  
  


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  Knowledge of small engine and/or automotive parts.

  
  


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  Analytical skills to include problem identification and resolution.

  
  


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  Working knowledge of a Windows based computer environment.

  
  


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  Bi-Lingual a plus.

  
  

Work Setting: In-person