Customer Engagement Specialist

Sun Auto Tire and Service

1d•Remote

About The Position

The Customer Engagement Specialist (CES) is often the customer’s first contact into a Sun Auto Tire & Service location. It is the CES’s responsibility to utilize their talents and experience to engage, listen, educate, and identify customer needs and help customers make buying decision. The goal is to provide a positive and brand aligned response - exciting the customer to quickly visit a Sun Auto Tire & Service location for their service needs or providing retention resolution to protect our customer relationship and likelihood to recommend our brand.

Requirements

1-2 years of relevant work experience in sales, marketing, and/or customer service/support
Track record of good tenure
Experienced with telephony and CRM software solutions
Experienced with Microsoft Office and applications – Word, Outlook, Power Point
Experience in a sales related role, helping customers decide on products or services
Experience with InContact, Zendesk, Podium or similar
Comfortable in a fast-paced, multiple activities happening at once environment
Team focused and goal oriented
Curiosity to learn and understand
Self-regulating and accountable
Problem sensitivity, or the ability to tell when something is wrong or likely to go wrong
Confident in applying general rules to specific problems to produce answers that make sense
Attention to detail with excellent written and verbal communication skills

Nice To Haves

High school diploma or equivalent; Bachelor’s degree desired
Remote work experience desired
Bilingual a plus

Responsibilities

Positively represent the Sun Auto Tire & Service brands through customer interactions through phone, web chat, and social interactions
Effectively educate and schedule the customer an appointment to visit a Sun Auto Tire & Service location when appropriate – provide a timely response to customer maintenance and retention requests
Correctly maintain customer records within operating systems and customer relationship management tools
Project a positive and helpful attitude reflecting professional communication and composure
Be accountable to vision, values, and goals – motivated to meet and exceed targets
Focus and passion for Sun Auto & Tire services and products
Brand advocate for increasing customer appointments, estimates, and invoices (customer acquisition)
Provide general question and answer to Sun Auto Tire & Service location phone calls, chat
Collaborate with business partners on customer escalation and resolution (customer review retention)