Customer Service Representative

Belle Tire•Royal Oak, MI

40d•Onsite

About The Position

The Customer Support Representative plays a key role in supporting retail store operations and customer support by delivering exceptional service to Belle Tire customers. This role involves assisting customers with product and service inquiries, resolving customer issues efficiently, and ensuring a positive customer experience with every interaction.

Requirements

2 years of experience in the Customer Service field
Strong communication skills, both written and verbal
Strong PC skills, including proficiency with Office 365 (Word, Excel, and Power Point)
Strong detail orientation and communication/listening skills
Demonstrated passion for excellence with respect to treating and caring for customers
Has "thick skin" and is able to handle complaints and unpleasant customers
Strong decision making, problem solving and analytical abilities
Ability to multi-task

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, online and written communication
Promote Belle Tire's online reputation by assisting with complaints originating on social media
Respond to Customer Care related inquiries that come in through social media such as Facebook & Twitter
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 all Customer Care issues in Medallia
Monitors status of Customer Service 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.
Other related duties as assigned.

Benefits

Medical, Dental, Vision Insurance
Flexible Spending Account
Life/AD&D Insurance
Short/Long-Term Disability Insurance
Employee Assistance Program
401(K) with company match
Flexible Paid Time Off
Closed Sundays and Holidays (New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day and Christmas Day)
Discounts on Products and Services
Employee Referral Program
Paid Training and Reimbursement for ASE Certifications
Belle Tire Scholarship Program
Career Growth Opportunities with a Growing Company
Learn more at https://www.belletirecareers.com/benefits/