Customer Service Rep II

Job Summary

The Key Concierge is responsible for delivering key duplication, programming, and replacement services for automotive keys and key fobs. This role demands a combination of technical expertise, precision, and exceptional customer service to ensure customers’ vehicles are accessible and fully operational. The technician will work with a wide range of vehicle models, advanced electronic key systems, and diagnostic tools to create, repair, and ensure that program keys are verified. Attention to detail is crucial, as each job requires accuracy and expertise to ensure functionality and security.

Essential Job Functions*

Job Summary

 Establishes and maintains positive relationships with customers and Hillman Field Service staff by receiving and responding to a high volume of telephone requests. Essential Job Functions *

• Customer Support: Provide phone-based assistance to customers, helping them troubleshoot key programming issues, including transponder key, key fob, and remote starter issues.

Provide support to both Hillman Customers and Field Staff via the phone loop, answer incoming calls from both call loops, provide order support (placement, tracking, expediting, quote, etc.), order entry via phone, fax, email, web site, process pickups and damages.

• Assist scheduling appointments for MKAT’s in the field
• Troubleshooting: Diagnose key and programming problems remotely by walking customers through step-by-step solutions. Ensure that customers are able to program keys or resolve any key-related problems.
• Product SKU Verification: Verify and confirm the correct product Key SKU for customer orders, ensuring that the right key or fob is selected based on the customer’s vehicle make, model, and year.
• Key Programming Guidance: Assist customers in understanding and performing key programming, including providing instructions on how to pair key fobs with their vehicle and resolving common issues.
• Documentation: Accurately document customer interactions, including troubleshooting steps, outcomes, and product SKU confirmations. Ensure all customer interactions are logged in CRM or support software for follow-up.
• Customer Education: Educate customers on key programming processes, features of keyless entry systems, and the proper handling of replacement keys and fobs.
• Product Knowledge: Maintain up-to-date knowledge on various vehicle makes and models, as well as the keys, fobs, and transponder systems used by each. Stay informed on new products and technological developments in the key and security industry.
• Escalation Support: Identify issues that cannot be resolved via phone support and escalate them to a more senior technician or in-person support team when necessary.

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

High School Diploma and 0-2 yrs experience (required).

Strong Skills in Microsoft Office: Word, Excel, Outlook, and PowerPoint

Excellent interpersonal, problem solving and communication skills; Able to work with a variety of personalities and maintain composure under stressful conditions

Competencies – Knowledge, Skills and Abilities

• Attention to Detail: Ability to work with precision and accuracy when cutting keys or programming systems.
• Problem-Solving: Ability to diagnose key or lock issues and determine the best solution for the customer.
• Customer Service: Excellent interpersonal skills to interact with customers in a friendly and professional manner
• General knowledge of hardware industry, Distribution or Retail is preferred 

#Tempe #BuiltHillmanStrong