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Senior, Customer Retention Specialist

2 months ago

Nashville, United States Bridgestone Full time

Job Category

Customer Support Position Summary

Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including: Call center-based customer support in response to a high volume of low complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including: Acting as liaison between customers, production and distribution departments related to specific customer orders Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets. Responsibilities

Leads projects or processes of diverse scope, while working independently with limited supervision Coaches and reviews the work of lower level professionals Supports continuous improvement/automation activities Uses advanced analytical/technical problem solving to develop new solutions to existing problems/procedures Supports relationships through strong communication and negotiation skills with internal and external stakeholders Other duties as assigned Minimum Qualifications

Typically requires a minimum of 5 years of related experience with a bachelor’s degree; or 3 years and a master’s degree; or a PhD without experience; or equivalent work experience

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