Consumer Relations Representative - Remote

The Goodyear Tire & Rubber • Akron, OH

336d • Remote

About The Position

As a vital part of our customer service department, you will handle and resolve incoming consumer and customer issues with professionalism and efficiency. Your primary goal will be to create an exceptional consumer experience, ultimately influencing repurchase intent. By adhering to established Consumer Relations guidelines, you will expertly address inquiries, issues, and complaints, ensuring customer satisfaction and loyalty. Additionally, you'll play a crucial role in identifying and managing potential legal or media issues, handling them in accordance with our established protocols.

Requirements

• High School Degree or equivalent.
• 1-2 years of previous contact center experience or related experience is preferred.

Nice To Haves

• Four year Secondary (College/University) Degree.
• ASE (Auto Service Excellence) certification.
• Effective problem solving.
• Strong communication skills.
• Working knowledge of contact center metrics, hardware, software & telephony is preferred.

Responsibilities

• Handle incoming consumer/customer phone calls & surface mail.
• Stay current with all Goodyear, Dunlop & Kelley products & services.
• Respond to email inquiries received through all Goodyear, Kelly, Dunlop web sites.
• Meet/exceed established Consumer Relations quality assurance guidelines.
• Meet/exceed established customer satisfaction survey score standards.
• Provide feedback on customer/Consumer contacts such as unusual spikes related to product & service performance.
• Complete accurate contact documentation.
• Complete all assigned Goodyear, Dunlop & Kelly training.
• Request refunds/future rebates to customer/consumers up to $500 ensuring compliance with Sarbanes/Oxley requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Plastics and Rubber Products Manufacturing
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees