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Customer Service Representative

3 months ago

Royal Oak, United States Belle Tire Full time

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. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled