Position Overview
The Customer Care Team Lead, Chat, a fully remote position, plays a critical role in providing best-in-class team support, ensuring an optimal customer and support team experience. Specifically, the Customer Care Team Lead, Chat role provides team coaching and support, subject matter expertise, manages adherence to quality standards, compliance requirements, customer escalations and task resolution.
Essential job functions:
- Subject Matter Expertise - Demonstrates a deep understanding of tires, our services, and systems to serve as a knowledgeable resource for Specialists, helping them resolve complex customer issues effectively and efficiently.
- Task Resolution - Responds to customer/specialist inquiries and tasks rapidly, ensuring accuracy and a high level of direct customer service while adhering to established guidelines and processes.
- Customer Escalations - Handles customer escalations on the channel preferred by the customer (usually telephone) with professionalism, empathy, and a focus on urgent, in-the-moment resolution, ensuring a positive customer experience.
- Channel/Queue Participation - Is able to jump into queued calls and chats proactively, especially during peak hours or when the business demands additional support.
- Coaching and Training - Provides coaching and support to Specialists, offering guidance on best practices and customer-first approaches to improve their confidence and performance.
- Continuous Improvement - Collaborates with the leadership team to identify opportunities for proactive process improvement, innovations, service enhancements, internal workflows, and customer satisfaction improvement.
- Quality Assurance - Monitors and reviews interactions between Specialists and customers, ensuring adherence to quality standards and compliance requirements.
- Reporting - Maintains accurate records of customer interactions, escalations, and resolutions.
- Team Collaboration - Fosters a collaborative and supportive team environment, actively participating in team meetings, Slack discussions, and contributing to the overall success of the Customer Care business unit.
- Communication - Effectively communicates with cross-functional partners to resolve customer issues and provide insights for service improvements.
- Adherence to Policies - Ensures compliance with company policies and procedures, maintaining a high level of integrity and confidentiality.
Other Duties as assigned
Qualifications
Minimum Job Requirements
- Minimum 2 years of high-volume, inbound contact center or call center chat experience (email/chat agent)
- High school diploma or GED required. Associates or Bachelors degree or equivalent experience preferred
- Ability to fluently speak and write in Spanish ideal
- Tire or automotive industry experience preferred
- Prior experience working in a remote environment is a bonus
Knowledge, Skills and Abilities Required
- Excellent track record with creating a positive customer experience
- Adaptable and dependable - proven ability to follow through on tasks
- Clear and concise written and oral communicator with proven 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 quickly build and develop open, honest, and friendly rapport with customers in order to move through and solve customer challenges
- Sense of Urgency, Independent, Resourceful, Proactive, Self-Starting, Communication, Emotional Intelligence, Coping Under Heavy Workload
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.
