Customer Care Representative

Position Status: Non-Exempt, Tech Prof/Skilled, Support 
Location: Remote 

Job Title: Customer Care Specialist 

Department: Customer Care 

Reports to: Customer Care Manager 

Direct Reports to this position: None 

Job Summary: 
The Customer Care Specialist will provide comprehensive support to automotive technicians, employers, and other customers utilizing ASE services. This role primarily involves handling inquiries through the myASE portal, phone, chat, and email to ensure exceptional customer service. 

Key Responsibilities: 

• Customer Support: 

• • Assist customers with purchasing tests, scheduling or canceling appointments, and providing general information about ASE testing. 

• • Create tickets for customer concerns and conduct follow-up and resolution in a timely manner. 

• • Respond to customer email inquiries promptly and professionally. 

• • Handle live chat sessions to assist customers with various inquiries. 

• • Provide exceptional service by understanding customer needs and offering accurate and helpful information. 

• Account Management: Support users in navigating the myASE website, managing company accounts, and resolving login issues. 

• Technician Certification Management: Update candidate records and assist with certification status inquiries. 

• App Support: Offer support to the renewal app team by assisting customers with general inquiries and app navigation. 

• Program Support: 

• • Offer guidance for the xEV Safety Certification tests and the Section 609 Refrigerant program. 

• • Assist with ASE Practice Tests and manage related issues. 

• • Documentation: Maintain accurate and detailed records of customer interactions and transactions. 

Qualifications: 

• High school diploma required. 

• Excellent verbal and written communication skills. 

• Strong problem-solving abilities. 

• Proficient in typing and general computer use. 

• Ability to multitask efficiently and work collaboratively in a team environment. 

• Proficiency in English (speaking, reading, and writing); Spanish proficiency is a plus and compensated accordingly. 

• Experience with Zoho One is a plus. 

• Experience with Chat is a plus. 

Work Hours and Benefits: 

• Remote position with working hours from 8:30 AM to 5:00 PM Eastern (lunch break from 12:30 PM to 1:30 PM). 

• Two-week virtual training program. 

• Benefits include paid holidays, PTO, 401K, health insurance, and education support. 

• All necessary computer equipment provided. 

EEOC Statement: 
ASE is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. ASE is also committed to compliance with all fair employment practices regarding citizenship and immigration status. 

About ASE: 
At ASE, we provide support and foster a constructive work environment. We ensure our staff is fully equipped and trained to offer the best service to our community of automotive professionals. Join us in our commitment to excellence and dedication to the automotive service industry.