Customer Experience Support Agent

Looking to join our team? Here’s what we’re looking for!

Are you a customer service Rockstar? Do you want to help millions of car enthusiasts, racers, and gearheads create meaningful experiences they’ll remember forever? Do you thrive when you have to resolve complex customer inquiries? We are looking to hire the best talent to join our Customer Experience team in July!

We are looking for candidates to fill the following FT shift hours:

Monday through Friday 8:00 a.m. – 5:00 p.m. Central Time

Our next training class will begin Monday, July 15th. Training will last for approximately 3 weeks and will be Monday-Friday from 10:00 a.m. - 7:00 p.m. Central Time. Training and work performed will be completed for 60 days in-house with an opportunity to work-from-home full-time or work in office at headquarters full-time after a 60-day period.

We believe strongly in our company values and live them out each day! We work together as One Team across all departments, Choose Positivity in everything we do, put People First, encourage speaking up because You Have a Voice, and above all else, we are Driven to Succeed. If you can embrace these values and they align with who you are, then we’d love to chat with you!

Job Overview

The Customer Experience (CX) Support I is an entry-level member of the CX Support Chapter and is typically the second point of contact for existing Speedway Motors retail customers with post-purchase support questions. The CX Support I role is customer service focused, and the primary duty of this role is answering escalated inbound phone calls transferred by CX Agents to troubleshoot negative customer order experiences. The process of troubleshooting these negative post-purchase experiences can include researching product quality issues, locating order packages, refunding customers, creating orders for replacement parts, and sooth upset customers. The CX Support I is expected to utilize exceptional communication skills in a professional manner to address customer concerns with empathy over the phone in real-time.

Here are the specifics:

• Use a telephone system daily to answer escalated inbound calls in a courteous and professional manner while building a positive rapport with existing Speedway Motors customers who have had a negative order experience
• Use the SOP CRM system and shipping carrier websites efficiently and accurately as primary tools for troubleshooting customer order issues
• Use physical Speedway Motors catalogs and navigate Speedway Motors websites to answer basic product fitment, technical specification, and availability questions, and as secondary tools for troubleshooting customer order issues
• Occasionally use vendor physical catalog and digital website resources to answer basic product fitment and technical specification questions as tertiary tools for troubleshooting customer order issues
• Create refund credit memos, create replacement orders, upsell and cross-sell products and services to customers over the phone as needed
• Occasionally make outbound follow-up telephone calls to Speedway Motors customers
• As needed, transfer advanced technical questions to experienced agents in the CX Auto Tech Chapter
• Rarely escalate advanced post-purchase issues to CX Support II and III agents
• Use Microsoft Outlook daily to interact with co-workers and Speedway Motors customers
• Use Microsoft Teams daily to communicate with CX co-workers, CX leadership, and across Speedway Motors departments
• Use Zendesk and JIRA daily to create, update, and close service tickets related to external customer needs and internal order fulfillment processes
• Perform all other duties as assigned or needed

We’ll take care of you – here's how!

We put our employees first, and care about your well-being and personal life. From a competitive benefits package and 401k plan to growth opportunities, we have your best interest in mind, always.

• Comprehensive Health, Dental and Vision Insurance
• Retirement Plan with Company Match
• Paid Time Off
• Paid Holidays
• Paid Parental Leave
• Continuing Education Reimbursement
• Wellness Program and Healthy Living Reimbursement
• Discount on Speedway Motors Product, Rent Discount for all Speedway Properties, and Referral Bonuses.
• Growth Opportunities

Work Environment

Training for this position will be on-site at our Lincoln, NE headquarters located at 340 Victory Lane.

Training and work performed will be completed for 60 days in-house with an opportunity to work-from-home full-time or work in office at headquarters full-time after a 60-day period. Reliable internet connection is required for remote employees.

• 
  IF YOU ARE NOT IN NEBRASKA, YOUR APPLICATION WILL NOT BE REVIEWED.

What you’ll need to succeed:

• Excellent data entry, typing skills, and 10 key skills
• Must be able to multitask, using multiple programs simultaneously
• Superior customer service skills (including questioning, verifying, listening, establishing rapport)
• Must be able to interpret written communications and comprehend the English language
• Able to work independently as well as effectively in a team environment
• Must be able to maintain regular and reliable attendance
  
• Must have a designated workspace that is free from noise or other distractions to be able to concentrate on our customers’ phone calls
• Computer equipment is provided. However, you will be required to be hard-wired to your Internet router while working

Preferred Experience:

• 2-year Associate Degree or Equivalent Experience in Customer Service preferred
• Automotive Experience preferred

If this sounds like you, we would love you to join our Speedway Family! Please include your resume and cover letter to help us get to know you better.

About Speedway Motors:

Speedway Motors is the oldest speed shop in the USA. We’re one of the biggest, too, and we help millions of car enthusiasts, racers, and gearheads create meaningful experiences they’ll remember forever. With their friends, with their families, and in their community. We take that mission seriously, and it brings exciting problems to solve. See us in action at: www.speedwaymotors.com.