Call Center - Customer Retention Specialist

Sun Auto Tire and Service

1d•Remote

About The Position

The Customer Retention Specialist (CRS) is often the customer’s first contact into a Sun Auto Tire & Service location. It is the CRS' responsibility to utilize their experience to engage, listen, and resolve the customer’s needs. The goal is to provide a positive and brand-aligned response aimed at retaining the customer and resolving any service or experience issues. Sun Auto Tire & Service is a fast growing, top-10 independent tire dealer in US, with 600 stores in the US! Nominated “Best Place to Work”.

Requirements

2 years of relevant work experience in customer support, claims, or similar environments
High school diploma or equivalent
Track record of good tenure
Previous remote work experience
Experienced with telephony and CRM software solutions
Experienced with Microsoft Office and applications – Word, Outlook, PowerPoint

Nice To Haves

Automotive experience preferred, but not required
Prior experience reviewing and responding to social media posts
Experience with InContact, Zendesk, Podium or similar
Comfortable in a fast-paced, multiple activities happening at once environment
A desire to deliver best-in-class customer service
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
Bachelor’s degree desired
Passion for social media and proficiency with major social media platforms and social media management tools
Customer resolution experience

Responsibilities

Identify and resolve customers’ needs by providing information, conducting research, executing retention strategies and/or escalating to operations
Positively represent the Sun Auto Tire & Service brands through customer interactions through phone, email, and chat as well as social media posts
Attending to all customer queries, concerns, and comments posted to the company's social media platforms
Utilize strong written communication with experience developing cohesive, publicly facing social and general media responses
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 building and maintaining internal and external customer relationships
Provide resolution to customer inquiries and issues
Collaborate with business partners on customer escalation and resolutions
Capture root cause of issues for mitigation purposes