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Belle Tire: Customer Support Representative

Belle Tire

This is a Full-time position in Farmington Hills, MI posted October 12, 2021.

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 neededAct as a point of contact for customer care related matters received by phone, tickets, online and written communicationPromote Belle Tire’s online reputation by assisting with complaints originating on social mediaMaintain customer records by updating account informationHelp resolve product or service concerns by clarifying the customer’s complaint; examining possible causes; recommending a solutionto 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 contactsMaintain a balance between company policy and customer benefit in decision-making.

Handles issues in the best interest of both the customer and companyProcess customer adjustments and check requestsAct as a point of contact for assigned stores and DROs in the assistance of all customer care related mattersRun weekly and monthly reports as needed or requestedReview, create, update or close Customer Support issues in MedalliaMonitors status of Customer Support inquiries and determines level of completionContinuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experienceRecommends potential products & service offeringsRecommend and update Frequently Asked Questions and areas for consumer ” Self-help” via BelleTire.ComTrain personnel on the use of the Medallia system, when applicableOther related duties as assigned.Minimum Qualifications: 1 year of experience in the Customer Service and Support fieldStrong communication skills, both written and verbalStrong PC skills, including proficiency with Word, Excel, and Power PointStrong detail orientation and communication/listening skills Preferred Qualifications: Highly Developed Sense of integrity and commitment to customer satisfactionDemonstrated passion for excellence with respect to treating and caring for customersHas ” Thick skin” andis able to handle complaints and unpleasant customersPrevious automotive, auto glass or tire experience and knowledgePleasant, patient and friendly attitudeStrong decision making, problem solving and analytical abilitiesPossess strong work ethic and team player mentalityAbility 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.>