Overview
Customer Service Associate Jobs in United States at Sundayy
Title: Customer Service Associate
Company: Sundayy
Location: United States
About The Company
FCP Euro is a renowned family-owned company founded in 1986, dedicated to serving European car owners and automotive professionals. With a strong commitment to quality, knowledge, and customer support, FCP Euro has established itself as a trusted destination for high-quality European car parts and expert advice. Our mission is to enhance the ownership experience by providing reliable products and comprehensive support, making vehicle maintenance and repair more enjoyable and enduring. We pride ourselves on fostering a culture of trust, professionalism, and continuous improvement, ensuring our customers receive industry-leading service at every interaction. As a company, we value innovation, integrity, and a customer-centric approach, which has helped us grow into a long-term partner for automotive enthusiasts and professionals alike.
About The Role
We are seeking a dedicated Customer Service Associate to join our service center in Mesa, AZ. This role is pivotal in maintaining our reputation for exceptional customer service by providing timely, accurate, and empathetic support to our customers. The Customer Service Associate will be responsible for addressing inquiries related to orders, technical automotive support, and general product questions through various communication channels including phone, email, and live chat. The ideal candidate will possess strong communication skills, a proactive attitude, and the ability to manage multiple priorities in a fast-paced environment. The position offers an opportunity to work closely with automotive enthusiasts and professionals, helping them to achieve their vehicle maintenance goals with confidence. Upon successful completion of training, the role may transition to a remote working arrangement, providing flexibility while maintaining high service standards. The role requires on-site training in Mesa, AZ, for the initial 30-45 days to ensure thorough understanding of our processes, products, and customer service expectations.
Qualifications
- 2+ years of experience in a contact center or customer service environment
- Proven track record of meeting KPIs such as calls per hour, schedule adherence, quality assurance scores, and customer satisfaction scores (CSAT)
- High school diploma or equivalent; post-secondary education (Associate’s or Bachelor’s degree) is a plus
- Excellent verbal and written communication skills
- Proficiency in multiple computer systems and applications for research and problem resolution
- Strong organizational skills with the ability to prioritize tasks effectively
- Attention to detail with a focus on accuracy
- Automotive knowledge or experience is preferred but not mandatory
Responsibilities
- Respond to customer inquiries via phone, email, and live chat, providing technical support and product guidance
- Assist customers with pre- and post-purchase questions, including order fulfillment, modifications, status updates, and carrier claims
- Adhere to customer inquiry audit criteria as outlined by our Quality program
- Achieve and exceed individual performance goals and KPIs
- Demonstrate empathy and a solution-focused approach to exceed customer expectations
- Follow departmental Standard Operating Procedures, including requesting refunds and documenting all customer interactions
- Participate in on-site orientation and training in Mesa, AZ, for the first 30-45 days
- Maintain knowledge of products, policies, and procedures to provide accurate and timely support
- Collaborate with team members and other departments to resolve complex customer issues
Benefits
- Company-subsidized Medical, Dental, and Vision insurance, including a zero-premium Medical plan for employees
- Company HSA contributions to support health expenses
- 120 hours of Paid Time Off (PTO) and 40 hours of Paid Sick Time, plus Company Holidays
- 401(k) retirement plan with company deposit and matching contributions
- Discounted prices on a wide range of European car parts
- Opportunities for quarterly bonuses of up to $750 based on performance
- Flexible work schedules post-training, with remote work eligibility based on performance
- Ongoing training and development opportunities
Equal Opportunity
FCP Euro is an equal employment opportunity employer. We are committed to creating a diverse and inclusive environment for all employees and applicants. We prohibit discrimination or harassment of any kind based on race, color, religion, sexual orientation, sex, gender identity or expression, national origin, cultural heritage, ancestry, political beliefs, age, marital status, family status, pregnancy, physical or mental disability, intellectual disability, learning disability, veteran status, or any other characteristic protected by law. We believe in fostering a workplace where everyone can thrive and contribute to our collective success.
