Customer Support Representative

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 needed
• Act as a point of contact for customer care related matters received by phone, tickets, online and written communication
• Promote Belle Tire's online reputation by assisting with complaints originating on social media
• 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, create, update or close Customer Support issues in Medallia
• Monitors status of Customer Support 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, when applicable
• Other related duties as assigned.

Minimum Qualifications:

• 1 year of experience in the Customer Service and Support 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

Preferred Qualifications:

• Highly Developed Sense of integrity and commitment to customer satisfaction
• Demonstrated passion for excellence with respect to treating and caring for customers
• Has "thick skin" and is able to handle complaints and unpleasant customers
• Previous automotive, auto glass or tire experience and knowledge
• Pleasant, patient and friendly attitude
• Strong decision making, problem solving and analytical abilities
• Possess strong work ethic and team player mentality
• Ability 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.

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