Customer Experience Agent I

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

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 problem solve on the fly and troubleshoot issues along the way? We are looking to hire the best talent to join our Customer Experience team in March!

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

10:00 a.m. – 7:00 p.m. OR 1:00 p.m. - 10:00 p.m. Central Time, these shifts would entail a 5-day work week that includes a weekend rotation requirement.

Our next training class will begin Friday, March 14th. Training will last for approximately 4 weeks and will be Monday-Friday from 10:00 a.m. - 6:30 p.m. Central Time.

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) Agent I is an entry-level member of the CX Sales Chapter and is the first point of contact for Speedway Motors retail customers. This role is sales-focused, and the primary duties are answering inbound phone calls to place customer orders, answer basic product-related questions, and answer questions about the status of previous orders. The CX Agent I is expected to utilize digital web resources while assisting customers over the phone in real-time.

Here are the specifics:

• Answer inbound calls courteously and professionally while building a positive rapport with current and potential Speedway Motors customers.
• Use computer software efficiently and accurately as the primary tool for entering customer orders.
• Navigate Speedway Motors websites to answer basic product fitment, technical specification, and availability questions.
• Upsell and cross-sell products and services to customers over the phone as necessary.
• Transfer advanced customer technical product question calls, post-purchase order calls, and escalated customer calls to agents in the CX Auto Tech and CX Support chapters when appropriate.
• Occasionally make outbound follow-up telephone calls to Speedway Motors customers.
• Use Microsoft Outlook and Teams daily to interact with co-workers and leadership as well as Speedway Motors customers.
• Create service tickets related to external customer needs and internal order fulfillment processes.
• Maintain regular and reliable attendance.
• 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

While we do offer the opportunity to work remotely, remote work opportunities can only be performed in the following states: Nebraska, Arizona, West Virginia, Indiana, Wisconsin, Texas, Michigan, Florida, and Kansas.

• Ability to rarely lift and carry <25 lbs. and rarely push/pull up to 50 lbs.
• Constant sitting or standing per desk preference
• Ability to listen and communicate clearly and professionally with customers
• Rare bending/reaching, twisting
• Frequent pinching, grasping, fine manipulation with fingers to use computer and phone
• Heated and air-conditioned indoor work

What you’ll need to succeed:

• Associate degree OR equivalent experience in customer service.
• Must be able to maintain regular and reliable attendance.
• Excellent data entry, typing, 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 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 provide your own ethernet cord and be hard-wired to your Internet router while working.

Preferred Experience:

• Automotive Experience highly preferred, but not required. We provide resources for you to succeed!
• 2 years of customer service experience.

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