Automotive Product Enhancement Representative

Mishimoto is the world leader in performance cooling automotive parts.  It is both our commitment to a quality product and excellence in customer service that sets us apart.  Our Product Service Representative is a specialized agent on the front lines every day ensuring that our products are the best versions they can be and that we communicate their features, performance, and installation both clearly and professionally. Before problems even arise, the Produce Service Rep uses their strong detective skills to prevent them and makes it a priority to find a path forward both for the customer and for our product. 

Benefits and Perks

Our employees love our workplace because:

• It’s a gearhead’s dream – Design and develop performance automotive products for the car scene.
• We make way for play – Attend wine and cheese gatherings and hit up our favorite events, from drift to autocross to classic car shows.
• We take a breather – Enjoy an in-house gym, massage chair, and healthy-snack vending machine.
• Our workplace is beautiful – Work in an office designed to stimulate creative thinking. 
• We are growing – Sales are doubling, and we are opening a new, state-of-the-art design shop. 
• The employee discounts rock – Get exclusive access to Mishimoto products and discounts from our partners.
• The bennies are covered – Medical, dental, vision, paid time off, 401(k) w/ 4% match, disability pay, and life insurance. 
• We score – The TeamWins bonus program is tied to overall company performance goals.
• Mezz Mondays, Woof! Wednesdays and Fido Fridays – Bring your dog to work.

What You’ll Do:

• Find solutions for our customers. “I do not know” is not in our vocabulary.  Every interaction ends with a clear resolution of what is going to be done to help the customer. 
• Find solutions for our products. “That’ll do” is never the right answer! Every product could be made better and it is your job to take customer feedback and turn it into vetted recommendations for improvement or better clarity with our marketing and communication.
• Walk through issues with our patrons and provide technical assistance via chat, phone or email, taking notes along the way and learning from their experiences.  Sometimes you’re helping a customer troubleshoot the installation of a radiator and determining how our installation video could be improved to prevent that misunderstanding in the future. Other times you’ll be helping someone understand why their product failed and then suggesting to our engineers how we could’ve prevented it from happening.
• Monitor, research, and respond to industry forums. If an enthusiast voices a concern about our products anywhere online, we want them to know that we are there for them and work with them to make us better.    
• Manage website Q&A, changing website content as needed based on common questions.
• Investigate patterns and trends with warranty and shipping claims. Making customers happy is only the beginning. We want to know why the problem occurred and how we can prevent it.
• Work directly with Mishimoto engineers to remedy product discrepancies or failures, and collaborate with them on product updates.
• Manage the online Design Knowledge Database.

Your Creds:

• Demonstrated 3-5 years’ experience in Customer Service
• Demonstrated 3-5 years’ experience in the Auto industry
• A High School Diploma or equivalent is required. Bachelor’s degree preferred.

Who Are You?

• A keen understanding of how automotive systems, work together and a versed knowledge of car part functionality. You need to be able to ask the right troubleshooting questions in order to offer a path forward. 
• Mad multitasking skills. Most of the day you’ll have a phone call coming in, a live chat support session, and three to four web pages open all at once.  You are comfortable switching gears.
• Attention to detail and organization. You will be responsible for packaging common complaints into recommendations or changes to our product or website communications. Presenting these ideas clearly and keeping them prioritized will be key to the job’s success.
• A strong sense of empathy. You are attuned to hear the question behind a question.  Customers must know that we are on their side and we are here to fix the problem. 
• Excellent problem-solving skills. You might not know all the answers but you know how to find and communicate the solution.
• An ability to diffuse a frustrated customer’s emotion. It is about patience and immediate relationship building. 
• Great typing skills. Everyone live chats now-a-days.  The faster you can respond to a customer, the happier they’ll be. 
• Strong Microsoft Office and Internet skills and the ability to learn new software systems quickly. These are our key tools to getting our work done. 
• Professional English writing and verbal communication skills. You’ll be chatting with customers all day long.  You are the voice of Mishimoto. 
• Ability to give and receive constructive feedback to ensure the best customer service experience possible.
• Teaming skills and positivity. We are Team Mishi, we collaborate, and we lift each other up. 

If the above describes you and your passions, we want to hear from you! 

Physical Demands & Working Conditions:

While performing the duties of this job, our reps regularly:

• Sit for extended periods of time without being able to leave the work area
• Listen and understand verbal inquiries via the telephone and computer.
• Clearly express ideas and information by the spoken word.
• Use hands; reach with hands and arms and talk or hear.
• Occasionally required to stand; walk and climb or balance.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include ability to adjust focus.

Mishimoto comprises people with many different backgrounds and lifestyles, and we like it that way. We invite applications from people of all stripes. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences that people imagine to discriminate against one another. Also, if you have a disability, please let us know if there's anything we can do to make the interview process better for you; we're happy to accommodate.