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Client Relations Specialist

2 months ago

Vernon, Indiana, United States Kal Tire Full time
Position Overview:

The Customer Relations Team is essential in delivering exceptional support to our clientele. This team addresses customer feedback through multiple channels, ensuring that every interaction is documented and escalated appropriately to guarantee swift resolutions for our valued customers.

Key Responsibilities:

Customer Feedback Management:
- Handle a variety of customer service inquiries with professionalism and courtesy, gathering vital information to create and escalate service cases.
- Utilize active listening skills to accurately identify and address customer needs and concerns.
- Document case details meticulously, including customer and invoice information, to maintain thorough records.
- Investigate and resolve customer issues, acting as a bridge between the customer and relevant stakeholders.
- Communicate with customers in a warm and empathetic manner to enhance overall satisfaction.
- Represent the Kal Tire brand through both verbal and written communication, embodying its core values.

Store and Customer Relations:
- Facilitate effective communication between customers and store management.
- Identify customer needs and provide suitable solutions.
- Respond promptly to all online inquiries with a professional tone.
- Monitor Kal Tire's public interactions and related activities closely.
- Ensure comprehensive documentation of case details, including customer and invoice information.

Product and Service Promotion:
- Stay informed about current offers and promotions.
- Demonstrate proficiency in navigating the Kal Tire website and utilizing the point-of-sale system.
- Maintain a foundational understanding of automotive and tire basics.

Special Projects Participation:
- Engage in special initiatives such as Price Audits, Mystery Shopper evaluations, and Team Members Purchase Programs.
- Additional responsibilities may be assigned as necessary.

Qualifications:
Work Experience:
- Preferred: At least 1 year of experience in retail or call center environments.

Knowledge, Skills, and Abilities:
Customer-Centric Approach:
- Demonstrates a strong commitment to understanding customer needs, showing adaptability in addressing diverse inquiries.

Effective Communication:
- Possesses excellent written and verbal communication skills.

Multitasking Proficiency:
- Capable of managing multiple responsibilities efficiently.

Collaboration and Independence:
- Able to work effectively both independently and as part of a team.

Technical Skills:
- Shows a solid aptitude for technical tasks and problem-solving.

Education:
- High school diploma or GED equivalent.
- Specialized courses in social media are preferred.

Special Requirements:
- Understanding of Kal Tire's priorities and escalation processes.
- Flexibility in scheduling, including early mornings and weekends, to ensure operational coverage.
- Ability to cover for colleagues during absences as needed.
- A reliable internet connection is required for remote work.

Compensation and Benefits:
- This position offers a competitive hourly wage. We provide a clear path for career advancement with potential wage increases.
- Employee Assistance Program.
- Flexible hybrid work policy.
- Positive work culture with opportunities for growth and development, ensuring work-life balance.
- Professional development opportunities, including training programs, mentorship, and tuition reimbursement.