Position Overview
The Install Support Specialist, Customer Care, a fully remote position, will report directly to the Customer Care Supervisor and plays a critical role in supporting our Installation Support team. This individual will have experience in customer service, analytical skills, and possess a bias for action. This individual will interact with our installers on a daily business, delivering best-in-class customer service. This role requires established contact center experience, excellent customer service skills, clear communication, and thoughtful listening skills.
The right candidate will also need to demonstrate a proven ability to be dependable, versatile and adaptable in a fast paced environment.
Essential job functions:
- Works within the Install Support team as a point of contact for issues within the team
- Help to mitigate concerns/issues that are escalated directly with Installers
- Skill in monitoring/assessing the performance of self, other individuals, or organizations to make improvements or take corrective action.
- Support the Customer Care Supervisor and Team to achieve customer service goals
- Manage large amounts of incoming/outbound calls, chats, and emails to customers, installers, and platform users
- Develop an understanding of installer needs and anticipate key shifts to maximize the business
- Ensure collaborative/productive relationships are maintained and cultivated with all installers in all situations
- Understand unique perspective of market to foster targeted solutions and long-term relationships with installers
- Collaborate with cross-functional partners (Marketing, Technology, etc.) to deliver great customer service and to meet goals
- Review client data to provide customer relationship management
- Resolves customer complaints by diving into problems, developing solutions, and delivering
- Functional knowledge of how to onboard installers, manage accounts, handle larger accounts while providing best-in-class customer service
- Assist the Onboarding Install team with projects, such as outbound calls on platform launches, onboarding approaches, and installer communication as needed.
Other Duties as assigned
Qualifications
Minimum Job Requirements
- Minimum of 1.5+ years of high volume, inbound contact center or call center experience required
- High school diploma/GED required, associates/bachelors degree or equivalent experience preferred
- Ability to guide/lead a team with communication, task assigning, and problem solving
- Must have experience in helping customers and providing customer service
- Adaptability and dependability - ability to follow through on tasks and adhere to flexible work schedules and shifts
- Clear and concise written and oral communicator with ability to address customer needs through written and oral mediums
- Demonstrates technical savvy and ability to learn and navigate computer programs and systems that support the initiatives of the contact center
- Ability to build and develop open, honest, and friendly rapport with customers in order to move through and solve customer challenges
- Bilingual - ability to fluently speak and write in Spanish is a bonus
- Prior experience in tire or automotive industry is a bonus
- Prior experience working in a remote environment is a bonus
Knowledge, Skills and Abilities Required
- Communication
- Organizational Skills
- Critical Thinking & Problem solving
- Emotional intelligence
- Tech savvy
- Experienced with Microsoft Office and online systems
- Excellent time management
Working Conditions and Physical Effort
- Ability to sit for long periods of time.
- Talking through the computer for many meetings and one-to-one conversations
- Continuous viewing of a computer monitor and data entry.
- Travel as necessary (<10%).
EOE Statement:
SimpleTire is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.
*ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact SimpleTire's Human Resources Department to discuss your specific needs. Please feel free to contact us at leaveofabsence@dealertire.com or via phone at 833-483-8232.
