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.