OBD Solutions/ScanTool.net is a leading developer of automotive on-board diagnostics (OBD) products for the consumer and industrial markets. Founded in 2002, our company’s mission is to give people the freedom to leverage the power of vehicle computer systems. We make these doohikeys that let your smart phone talk to your car.
Our team is looking for a candidate with a unique personality and skill set to serve as Customer Advocate, whose job is to astonish customers by delivering awe-inspiring customer service. We’re serious about it too. To be considered for this position, you must love helping people.
This job comes with a high degree of autonomy, authority, and discretion. Consequently, the ideal candidate must be smart, self-motivated, and comfortable with making decisions.
The bulk of customer interactions will take place via email and online support systems, therefore you must have excellent writing skills and be comfortable with spending the majority of your day behind a keyboard.
We know that we’re looking for a unicorn. Most candidates who apply (99.95%, no joke) won’t make the cut. However, if you do make it, you will get to work with a team of A-players who are as smart, dedicated and humble as you are. They make above market wages, enjoy advancement opportunities, and are a part of an organization that is doing pretty cool things.
The mission of a Customer Advocate is to ensure the highest level of customer satisfaction by (1) focusing on what is best for the customer and (2) finding the optimal solution for their problem. You will be given the authority to do whatever is necessary to make the customer happy and will be responsible for occasionally coming up with unorthodox solutions to accomplish your mission. The following are some of the specific duties you can expect to perform on a regular basis:
Respond to customer inquiries via email and online support systems
Enter customer orders, send invoices and maintain accurate customer records
Coordinate with tech support to address customers’ technical questions
From time to time, you will:
Check and follow up on product reviews and social media comments
Create balance statements, and email them to distributors
Process returns and file lost package claims
A passion for helping others
Confident decision maker
Patient, empathetic, and tactful
Excellent writing skills
Interesting, challenging, meaningful work
Low stress atmosphere and friendly, competent co-workers
Clear work expectations and frequent performance reviews
Leadership who caresabout you as a person and helps you grow in your career
Healthy work/life balance
Casual dress code
Our Customer Service Philosophy
We choose our customers carefully, take care to understand their needs, and strive to exceed their expectations by delivering solutions that are second to none.
We give customers the benefit of a doubt. The vast majority of our customers are smart people with good intentions.
If we mess up, we win back our customer’s trust by promptly and openly admitting our mistakes, fixing the problem, and astonishing them with generosity.
We treat customers as partners: developing strong relationships based on trust and mutual respect, working hard to succeed together, always looking for the win-win.
“Love the Customer” is one of our core values; “Thou shalt not speak ill of the customer” is our commandment.
We don’t tolerate abuse from anyone. Not even our customers.
Why Work for Us?
If you are really good at what you do, hundreds of companies are competing with each other to entice you to come work for them. So why would you choose to work for us? What makes us special?
Based on our own experience working for other companies, exit interviews, and feedback from teammates (both current and former), here are a few things that we believe make us stand out:
We spend a great deal of time and effort to make sure that we are a good fit for the people we hire, and vice versa. As a result we like, trust, and respect each other.
The odds are high that you will make a best friend at work.
We’re a meritocracy: raises, bonuses, promotions, and specific work assignments depend on the individual contribution and performance.
We detest micromanagement. Your manager’s job, is to remove obstacles to help you do yours.
We hatered tape, and believe that it is better to ask for forgiveness, than permission.
We believe that it makes good business sense to give every team member the best tools and trust them to get the job done.
Office politics, gossip, and shoddy work are vices we fight with a vengeance.
“Open, honest & direct” is our guiding principle for communicating with our customers, vendors, and each other: we tell it like it is, openly admit our mistakes,and prefer to under-promise and over-deliver.
Sound like a good fit? We’d love to hear from you!
Follow the link and download the employment application, fill it out with Adobe Reader, save changes and email to us.
Please note that some PDF readers will not allow you to save the information that you type into the employment application form. Therefore, remember to print & review the application before closing the PDF file.
You may also print, scan, and email the application.
Note that a final step in the hiring process is for candidates to arrange personal reference calls with former supervisors and others we may choose.
3 years customer service experience
Type at least 40 words per minute
Excellent time management and prioritization
Must have experience with:
G Suite (Google Docs & Sheets)
Bonus Skills/Experience (Helpful)
Online helpdesk system (eSupport, Zendesk)
Public facing customer service via social media
FishBowl inventory management software
Additional Salary Information: Benefits
Medical, dental, vision, and life insurance
401(k) with matching contributions (after 6 months)
10 Days paid vacation in your first year and 10 paid holidays
On-site fitness room and shower
Catered lunch every Friday
Unlimited snacks, coffee, tea, and soda in our large break room with a full kitchen
Convenient Metro Phoenix location (Peoria & I17)
Free Costco membership
$1000 for completing Financial Peace University
About OBD Solutions
OBD Solutions is the leading provider of on-board diagnostics solutions. Our hardware and software offerings cover the full spectrum of on-board diagnostic (OBD) applications. The privately held company was founded in 2002 and is headquartered in Phoenix, Arizona.
OBD Solutions specializes in the design, engineering, and manufacturing of OBD cables, interfaces, software, and development tools.