Remote Customer Service Representative - Aftermarket Auto Parts

Turn5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area. Best known for our award-winning, e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com, we’ve been engaging muscle car, truck, and off-road enthusiasts with exceptional products, services, and experiences since 2004. With the acquisition of Eckler’s in 2022, a pioneer in classic car restoration & modification for over 60 years, Turn5’s catalog of brands has expanded to now offer aftermarket automotive products for vehicles as classic as the Model T.

Our purpose, however, extends beyond selling car parts. We have a commitment to creating meaningful customer experiences at every step of their journey. Whether it’s supplying a unique product that customizes the look and feel of their ride, providing thousands of educational videos for the DIYer or leveraging user generated content to inspire even the most experienced owner, we are obsessed with ensuring we reach as many like-minded gearheads across the globe.

Under the direction of the Customer Service Management team, the Customer Service Representative aids our customers after their purchasing experience. Essential in assisting customers to the best customer service experience post purchase.

• Education: High school diploma or an equivalent combination of education and experience.
• A minimum of 1 year of previous Customer Service experience.
• Must have or have the ability to acquire automotive knowledge in all supported vehicles.
• Ability to maintain professionalism and use tact when dealing with difficult customers 
• Proficiency in computer keyboarding and internet skills (i.e., Microsoft Word, Excel). 
• Excellent organizational skills with the ability to handle multiple tasks simultaneously.
• Oral and written communication, interpersonal skills.
• Ability to prioritize workload and meet deadlines.
• Upon hire, successful completion of the Turn5 customer service new hire training program.
• Bi-lingual a plus.
• Must reside in PA, OH, MD, VA, SC, GA, FL, MS, KS, TX, AR, WI, MN, IN, NV, or UT.

• →Takes incoming calls from customers concerning post purchase related issues or concerns, including returning product, tracking orders, cancellations, etc.
• →Displays professional, courteous demeanor when handling customer calls. Provides prompt, efficient service for all customer inquiries.
• →Efficiently enters and processes customer requests.
• →Answers questions and educates customers around policies & procedures.
• →Continues education and improves knowledge through company sponsored programs and training.
• →Notifies Customer Service Leadership of trends or problems encountered.
• →Meets performance expectations of the position regarding customer service quality, productivity, and availability.
• →Upholds first touch resolution (FTR) standards.
• →Participates in special projects and performs other duties as assigned by management.

ESSENTIAL JOB FUNCTIONS (As required by the Americans with Disabilities Act – To be performed with or without reasonable accommodation)

• →Visual and hearing capability.
• →Ability to sit for long periods of time.
• →Ability to maintain attendance as defined by company policy.
• →Ability to work under pressure to meet strict deadlines.
• →Ability to operate general office equipment i.e., fax machine, photocopier, computer printer.
• →Ability to complete inbound & outbound calls, texts, chats, and emails with customers, vendors, and others.
• →Additionally, your role with Turn5, Inc. is deemed a Customer Critical Role. To satisfy the constant demand of our consumer base, positions within Customer Critical Roles may be subject to alternative work schedules during times of unforeseen circumstances.

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