Consumer Relations Representative 1

The Goodyear Tire & Rubber Company • Akron, OH

7d • Onsite

About The Position

As a Consumer Relations Specialist at Goodyear, you will resolve customer issues while delivering a best-in-class experience that drives loyalty and repurchase intent. You will handle inquiries and complaints following established guidelines to ensure consistency and quality in every interaction. Additionally, you will identify and appropriately manage cases with potential legal or media implications, adhering to Consumer Relations protocols.

Why This Role Matters:

* Drives customer loyalty and repurchase intent by delivering consistent, high-quality resolution to consumer issues.
* Provides critical customer insights and feedback to the business, helping improve products, services, and overall customer experience.

Requirements

• High School Degree or equivalent.
• 1-2 years of previous contact center experience or related experience is preferred.
• Effective problem solving and 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.
• Authority to 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
• Education Level: High school or GED