Client Support Specialist
2 weeks ago
The Customer Relations Team is essential in delivering exceptional support to our clients. This team addresses customer feedback through various communication channels, ensuring all interactions are documented and escalated appropriately to facilitate timely resolutions.
Key Responsibilities:
Customer Feedback Management:
- Handle a variety of customer service inquiries with professionalism, gathering necessary 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 comprehensive records.
- Investigate and resolve customer issues, acting as a liaison between the customer and relevant stakeholders.
- Engage with customers through warm and empathetic communication to enhance overall satisfaction.
- Represent the Kal Tire brand through 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 courteous and professional demeanor.
- Monitor public interactions related to Kal Tire to ensure a positive brand presence.
- Document case details thoroughly to maintain relevant records.
Product and Service Promotion:
- Stay informed about ongoing promotions and offers.
- Demonstrate proficiency in navigating the company website and utilizing the point-of-sale system.
- Possess a foundational understanding of automotive and tire basics.
Special Projects Participation:
- Engage in special initiatives such as Price Audits and Mystery Shopper programs.
- Additional responsibilities may be assigned as required.
Qualifications:
- Work Experience: Preferred experience of 1 year in retail or call center environments.
- Knowledge, Skills, and Abilities:
- Customer-Centric Approach: Strong focus on customer needs with adaptability in addressing inquiries.
- Effective Communication: Excellent written and verbal communication skills.
- Multitasking Proficiency: Ability to manage multiple responsibilities efficiently.
- Team Collaboration: Capable of working effectively both independently and as part of a team.
- Technical Aptitude: Strong problem-solving skills and technical proficiency.
- Education: High school diploma or GED equivalent; specialized courses in social media preferred.
- Special Requirements:
- Understanding of company priorities and escalation processes.
- Flexibility in scheduling, including early mornings and weekends.
- Ability to cover for colleagues during absences as needed.
- A reliable internet connection is required for remote work.
- Negotiable Requirements:
- Prior experience in call center and retail settings.
- Basic mechanical knowledge or aptitude.
- Familiarity with store operations.
Compensation and Benefits:
This position offers a competitive hourly wage. We provide a clear pathway for career advancement with opportunities for wage increases. Additional benefits include an Employee Assistance Program, flexible hybrid work arrangements, and a positive work culture that promotes growth and work-life balance. Opportunities for professional development are available, including training programs and mentorship.
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