Customer Support Assistant

Position Title: Customer Support Assistant
DOL Position Title:Customer Support Assistant
Exemption Status:Non-Excempt
Telecommuting Eligible: Yes
Full or Part Time: As appropriate
Incumbents: Open
Supervisor: Mike Usrey
Starting Wage: $15.61/hr.

General Statement of Duties:

Provide customer assistance by responding to customer emails, messages, and phone calls regarding pre-sale and order-related queries as well as contacting customers post-sale and triaging emails, messages, and phone calls as appropriate.

Principal Duties

  • Respond to customer emails, messages, and phone calls to answer questions about basic pre-sales questions, item inventory status, information listed in orders, and status updates for customer orders.
  • Contact customers to follow up with orders for backordered items that are 30+ days old.
  • Refer customers to Knowledge Base articles and/or Technical Support Specialist as appropriate.
  • Call and/or email customers to follow up with their orders as time allows.
  • Other duties as assigned


✔High school graduate or equivalent work experience.


  • Must have at least one year of work experience in a clerical, office position.
  • Retail experience helpful; prefer auto-parts retail experience.

Skills Required

  • Must be able to communicate well, both verbally and in writing and to clearly write and speak English.
  • Must be able to type with a minimum speed of 50WPM and 95% accuracy as measured by a standard 1-minute typing test (such as on the "Difficult Text" setting).
  • Must be detail oriented, have excellent analytical and troubleshooting skills to professionally resolve problems.
  • Must have the ability to deal with multiple priorities and effectively make professional decisions in a timely manner.
  • Must be computer literate and be able to learn new software as assigned to perform job duties.
  • Must be able to work independently and within a team environment.

Typical Physical Demands

  • Must hear effectively for telephone communication and to share information with co-workers.
  • Must see the computer screen and to identify appropriate software programs.
  • Must see to verify materials printed from the computer, to review data, to record, prepare and communicate appropriate reports.
  • Requires eye-hand coordination and manual dexterity sufficient to operate a computer keyboard, photocopier, telephone and other office equipment.
  • Must lift and carry office supplies up to 25 lbs. as needed for the day-to-day operations of the office.
  • Must have the mobility of reaching, bending, twisting, stooping and stretching to perform tasks in an office and warehouse environment.
  • Requires prolonged sitting.

Typical Mental Demands

  • Must understand vague and implicit instructions.
  • Must react favorably in all work situations.
  • Must be mentally adaptable and flexible in dealing with a variety of people.
  • Is frequently called upon to handle challenging situations.
  • Must communicate verbal feedback in a professional manner.
  • Must resolve problems, handle conflict and make effective decisions under pressure.
  • Must work quickly and efficiently under pressure to meet deadlines or other time-bound events.

Performance Requirements

  • Required to maintain a minimum average measurable-productivity percentage (hours logged answering customer emails, messages, and phone calls divided by the total hours worked) on a four-week rolling average, as defined by the Customer Support Manager.
  • Message (email, Facebook message, Instagram message, IM chat, SMS text, etc.) responses should be answered with a minimum average rate on a four-week rolling average as defined by the Customer Support Manager.

Other Requirements

  • Must have a valid driver's license and have own transportation that may be used in completing the work duties.
  • Requires acknowledgement and participation with all provisions of Flyin' Miata's Employee Manual.

Working Conditions

  • Will work in a typical office environment.
  • Must be able to work flexible hours as the business dictates.
  • Employer will provide reasonable accommodations to employee, upon written request, to perform essential functions of the position.