JOB SUMMARY : The Customer Support Representative supports retail store locations and organizational Customer Care initiatives by providing customers with product and service information;
including resolving product and service concerns.
Duties and Responsibilities :
- Distribute Customer Care related communications and issues to appropriate store teams and corporate departments as needed
- Act as a point of contact for customer care related matters received by phone, tickets, online and written communication
- Promote Belle Tire's online reputation by assisting with complaints originating on social media
- Maintain customer records by updating account information
- Help resolve product or service concerns by clarifying the customer's complaint; examining possible causes; recommending a solution to the concern;
expediting correction or adjustment; following up to ensure resolution.
- Respond to customer inquiries via email and educate the customer where applicable to prevent the need for future contacts
- Maintain a balance between company policy and customer benefit in decision-making. Handles issues in the best interest of both the customer and company
- Process customer adjustments and check requests
- Act as a point of contact for assigned stores and DROs in the assistance of all customer care related matters
- Run weekly and monthly reports as needed or requested
- Review, create, update or close Customer Support issues in Medallia
- Monitors status of Customer Support inquiries and determines level of completion
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience
- Recommends potential products & service offerings
- Recommend and update Frequently Asked Questions and areas for consumer "self-help" via BelleTire.com
- Train personnel on the use of the Medallia system, when applicable
- Other related duties as assigned.
Minimum Qualifications :
- 1 year of experience in the Customer Service and Support field
- Strong communication skills, both written and verbal
- Strong PC skills, including proficiency with Word, Excel, and Power Point
- Strong detail orientation and communication / listening skills
Preferred Qualifications :
- Highly Developed Sense of integrity and commitment to customer satisfaction
- Demonstrated passion for excellence with respect to treating and caring for customers
- Has "thick skin" and is able to handle complaints and unpleasant customers
- Previous automotive, auto glass or tire experience and knowledge
- Pleasant, patient and friendly attitude
- Strong decision making, problem solving and analytical abilities
- Possess strong work ethic and team player mentality
- Ability to multi-task
Working Conditions : Work hours are typically 8-5, Mon-Fri, some additional time may be required on evening and weekends.
Office environment requiring periods of sitting, and operation of standard office equipment.
30+ days ago