Customer Support

1 month ago

Cincinnati, United States Tire Discounters Full time
Job Description

Looking for an exciting opportunity to join a fast growing company and help develop its processes? Then Tire Discounters is the right place for you

Since our founder, Chip Wood, opened the doors to the first Tire Discounters over 45years ago, we have been raising the bar in the tire and automotive service business. As the country's largest family-owned and operated automotive service provider, we've separated ourselves by treating customers and their cars with care and respect while focusing on transparency in pricing and providing the highest level of service. Now with new products and services needed to maintain modern vehicles, Tire Discounters and its many other brands like Chip's Auto Glass and Butler Tires and Wheels are growing and expanding like wildfire.

Over 2000 strong, our team members are the best in the business, a true employer of choice. We separate ourselves by providing a variety of career paths, industry-leading training and development programs, clear advancement tracks, comprehensive benefit plans, and more

A CLOSER LOOK ATTHE PEOPLE AND PROCESSES:

The Customer Service Associate position effectively explains products and services leading to appointments at our stores, as well as acting in a customer support role that insures a great experience for every customer.

Ability to explain TD products and services, convert orders (based on KPIs set at time of measurement), recommend the right products and services to fit the customer's needs, and offer additional value-added services based on manufacturer's recommendations and MAP guidelines that insure we are keeping our customers on the road safely.

TheCustomer Service Associate is patient, empathetic, can solve customer issues, escalate when needed, and provide follow-through communication to ensure the customer is taken care of. The Customer Service Associate must always ensure that the customer feels that we have listened and express an understanding of the situation.

ESSENTIAL FUNCTIONS:

  • Manage and respond to a large amount of in-bound, and out-bound calls, as well as inbound chats, and online orders.
  • Convert leads through a variety of customer contact opportunities which may include, but are not limited to, phone, email, web/live chat, SMS, website forms and social media correspondence.
  • Follow set communication guidelines and processes to assess customer needs in order to be able to recommend the right products/services.
  • Build trust and a positive relationship with customers through communication that enhances the image and perception of Tire Discounters.
  • Provide accurate and timely information by using the correct methods, processes and tools.
  • Meet personal and team sales goals and case handling targets.
  • Use Salesforce to keep accurate and detailed case records of all customer interactions.
  • Follow communication processes, guidelines and policies to ensure a positive customer experience.
  • Exceed customer expectations by providing accurate and timely information, detailed follow-up and outstanding customer service.
  • Conduct research to identify solutions and source products/services for difficult customer needs.
  • Hold true to Tire Discounters values of a family owned company that prioritizes customer service. All employees should be able to represent that focus.
Requirements

KNOWLEDGE, SKILLS, AND ABILITIES:
  • Strong phone, email, and chat contact handling and active listening skills.
  • Ability to work seamlessly in Microsoft Office365 including Outlook, as well as other software programs and tools, needed to perform essential job functions.
  • Flexible communication style and ability to respond to different customer personalities, maintaining professional demeanor always, irrespective of temperament.
  • Ability to work in a team environment.
  • Excellent communication and presentation skills.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Ability to sit for extended periods of time.
  • Ability to type a minimum of 38 words per minute.
  • Familiarity with Customer Relationship Management (CRM) systems and practices (preferred).
EDUCATION AND WORK EXPERIENCE:
  • Minimum High-School Diploma (or equivalent).
  • Proven customer support experience, or experience as a client service representative preferred.
  • Previous sales experience preferred.
  • Glass experience recommended.
  • Automotive parts and/or service experience recommended.
  • Track record of exceeding budgets, forecasts, and/or goals.
PHYSICAL DEMANDS:
  • This job operates in an office setting.
  • Routinely uses standard office equipment such as computers, phones, copy machine and filing cabinets.
  • Regularly required to talk and/or hear/listen.
  • Work in a noisy environment.
  • Required to stand, walk, use hands and fingers, hands and/or feel.
  • Lift/carry up to 25 pounds and reach with hands and arms.

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