Sr. Customer Service Representative (Bilingual)

American Tire Distributors•Huntersville, NC

About The Position

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. Position Description: The Sr. Customer Service Representative build s and maintains strong business relationships with clients by providing prompt and accurate service to promote customer loyalty. This role mentors and trains other CSRs, ensuring they follow best practices. This role requires a thorough knowledge of products, policies, and merchandising information, along with strong computer skills and excellent communication and problem-solving abilities. Hours: 11:30am-8:30pm EST

Requirements

Bachelor’s degree
4-6 years of related experience preferred
Skills Builds Customer Loyalty
Builds Rapport
Communicates Effectively
Customer-Focused Approach
Decision Quality
Ensures Accountability
Interpersonal Savvy
In-Depth Questioning
Manages Resistance
Manages Ambiguity
Navigates Customer Challenges
Plans & Aligns
Strengthens Customer Connections
Situational Adaptability
Understands Customer Needs
Understands Issues/Motivations
Action-Oriented
Customer-Focused

Responsibilities

Address escalations and questions via chat.
Assist CSRs by answering questions and providing guidance and feedback.
Assist with onboarding new hires and assist with each new hire onboarding class.
Assist with special projects and perform other duties as assigned.
Handle call escalations, including: delivery issues, order issues, and credits.
Keep management informed of issues and problems.
Report any breaches of company policies, procedures, or guidelines to management.
Stay current with company and call center updates.
Support queues and service level agreements by handling calls

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