The Customer Support Representative plays a key role in supporting retail store operations and customer support by delivering exceptional service to Belle Tire customers. This role involves assisting customers with product and service inquiries, resolving customer issues efficiently, and ensuring a positive customer experience with every interaction.
What You'll Do
- Distribute Customer Care related communications and issues to appropriate store teams and corporate departments as needed;
- Act as a point of contact for customer care related matters received by phone, online and written communication;
- Promote Belle Tire's online reputation by assisting with complaints originating on social media;
- Respond to Customer Care related inquiries that come in through social media such as Facebook & Twitter;
- Maintain customer records by updating account information;
- Help resolve product or service concerns by clarifying the customer's complaint; examining possible causes; recommending a solution to 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 contacts;
- Maintain a balance between company policy and customer benefit in decision-making. Handles issues in the best interest of both the customer and company;
- Process customer adjustments and check requests
- Act as a point of contact for assigned stores and DROs in the assistance of all customer care related matters;
- Run weekly and monthly reports as needed or requested;
- Review all Customer Care issues in Medallia;
- Monitors status of Customer Service inquiries and determines level of completion;
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience;
- Recommends potential products & service offerings;
- Recommend and update Frequently Asked Questions and areas for consumer "self-help" via BelleTire.com;
- Train personnel on the use of the Medallia system.
- Other related duties as assigned.
What We're Looking For
Minimum Qualifications:
- Associate's Degree;
- 1 year of experience in the Customer Service field;
- Strong communication skills, both written and verbal;
- Strong PC skills, including proficiency with Word, Excel, and Power Point;
- Strong detail orientation and communication/listening skills;
- Demonstrated passion for excellence with respect to treating and caring for customers;
- Has "thick skin" and is able to handle complaints and unpleasant customers;
- Strong decision making, problem solving and analytical abilities;
- Ability to multi-task;
Work Environment
The position is based in an office environment, requiring periods of sitting and the operation of standard office equipment, including computers, phones, and other office tools. Work hours are typically 8-5, Monday through Friday, with occasional evening and weekend hours as needed.
Benefits
We offer premium benefits to keep your life moving.
- Medical, Dental, Vision Insurance
- Flexible Spending Account
- Life/AD&D Insurance
- Short/Long-Term Disability Insurance
- Employee Assistance Program
- 401(K) with company match
- Flexible Paid Time Off
- Closed Sundays and Holidays (New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day and Christmas Day)
- Discounts on Products and Services
- Employee Referral Program
- Paid Training and Reimbursement for ASE Certifications
- Belle Tire Scholarship Program
- Career Growth Opportunities with a Growing Company
- Learn more at https://www.belletirecareers.com/benefits/
About Us
At Belle Tire, we believe you deserve a better experience when it comes to tires and vehicle services. That starts with hiring people who genuinely care - that's the Belle Tire Difference. With over 180 locations and 3,000 dedicated employees across Michigan, Ohio, Indiana, and Illinois, we are your one-stop shop for tires, wheels, and full-service automotive repairs. Our services include alignments, brakes, batteries, heating and cooling, oil changes, auto glass repair, and more.
Since 1922, we've done what it takes to keep life moving for our customers and employees. We live by a shared set of values: Customer Satisfaction is the Bottom Line, we always Do the Right Thing, we Set the Tone with a positive attitude, we believe We Are They - there is no "us" and "them" here, and we Walk the Walk by following through on our commitments. These beliefs shape a culture of trust, respect, and pride, making Belle Tire a great place to build your career.
We're not your ordinary tire shop, we're Changing Tires.
Belle Tire is an Equal Opportunity Employer. We ensure all individuals are considered for employment and advancement based on their qualifications, skills, achievements, and experience, without regard to race, color, national origin, sex, age, religion, disability, veteran status, genetic information, sexual orientation, gender identity and expression, or any other characteristic protected by federal, state, or local law.
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