Job Description

Agility Fuel Solutions is the leading global provider of highly-engineered and cost-effective compressed natural gas, liquid natural gas, propane, and hydrogen fuel systems and Type 4 composite cylinders for medium- and heavy-duty commercial vehicles. Our portfolio of products also includes the production of high-performance, modular battery packs for commercial vehicles. Our solutions enable the safe and effective use of natural gas, propane, and hydrogen as a transportation fuel. These clean fuels reduce greenhouse gas and other air emissions and save money for fleet operators and their customers. To learn more about Agility Fuel Solutions, please visit our website at www.AgilityFuelSolutions.com 

We are currently seeking a Customer Care Group Parts Specialist to be based at our Costa Mesa, CA or Salisbury, NC location who will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for providing parts quotations, entering parts orders, effectively managing customer issues, complaints and inquiries, keeping the customer satisfaction at the core of every decision and behavior.

Overview

Responsibilities • Manage inbound and outbound calls in a timely manner • Address all inquiries from assigned system email boxes in a timely manner • Follow communication “scripts” when handling different topics • Open CRN (Case Record Number) on all customer inquiries and record all communications (telephonic or email) • Enter all parts orders into our ERP system, including any and all work orders required • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives, or escalate unresolved problems • Communicate customer issues and assistance requirements to internal departments • Build sustainable relationships and engage customers by going the extra mile and regularly follow up on open issues - over communicate • Maintain call center database integrity by entering complete information in a clear, concise, and comprehensible way • Meet personal/team qualitative and quantitative targets

Requirements • Previous experience in a customer service/support role • Great people skills with ability to build trusting relationships • Ability to multi-task, set priorities and manage time effectively • Ability to field technical escalation issues with internal staff, problem solve and mentor staff as applicable. • Strong phone and verbal communication skills along with active listening • Ability to solve problems and document actions with attention to detail • Customer focus and adaptability to different personality types • Previous work experience in the Medium/Heavy duty vehicle repair industry a plus • ASE Certification in related areas, or equivalent. • Alternative fuel engine, and system or automotive parts experience required. • Up to 5% travel may be required both domestically and internationally • Minimum High School Diploma, Associates Degree in Automotive Technology preferred

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.

Disclaimer: The above statements are intended to indicate the general nature and level of work performed by employees within this position. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job. Agility Fuel Solutions is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, disability or veteran status.