Position Overview
The Support Specialist, Chat is a remote inbound customer service call center role that is focused on creating strong communication pathways between SimpleTire and its customers. This role requires that someone have established contact center chat 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. As this is a customer-facing role, the Support Specialist, Chat is an extension of SimpleTire, and will need to conduct themselves with a polite, clear, and concise demeanor.
Essential job functions:
- Respond to all inbound sales leads from both current and potential customers, providing superior tire knowledge and technical assistance to finalize and close the sale.
- Proactively make outbound contacts, as required, to current and potential customers to identify opportunities to increase tire sale revenues.
- Meet or exceed all individual and department KPIs and performance goals by uncovering the customers’ needs and offering exceptional sales and service to close the sale.
- Listens and learns our products to become a subject matter expert and voice for our brand.
- Effectively manages change related to promotional offerings, new products, technology, processes and systems.
- Handling inbound live chat sessions from online customers. Verifying customer account information and order information.
- Consistently responding to all client questions and comments with correct grammar and punctuation via chat with complete and correct information.
- Processing online orders, returns, replacements, adjustments, warranties, and installations. Tracking deliveries, installation, inventory, pricing, and ensuring all customers’ needs are met.
- Managing customer issues, ensuring 100% customer satisfaction, including (but not limited to) telephone and email follow-up. Understanding and resolving customer questions, concerns, issues, and needs. Maintaining positive relationships with customers post-order to gauge satisfaction, solicit feedback, and meet any additional needs.
- Working with sales, marketing, operations, and business-to-business departments to ensure a smooth process and customer satisfaction.
Other Duties as assigned
Qualifications
Minimum Job Requirements
- Minimum of 1 year of contact center experience with at least 6 months chat and sales experience required
- Experience with inbound and outbound product and service sales
- Demonstrated ability to navigate computer programs, chat applications, programs and systems that support the initiatives of the contact center
- High school diploma/GED required, associates/bachelors degree or equivalent experience preferred
- Must have experience in helping customers and providing customer service
- Must be adaptable and dependable - proven ability to follow through on tasks and adhere to flexible work schedules and shifts
- 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 Ability to quickly 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
Working Hours and Schedule Details
- Closed Thanksgiving Day, Christmas Day
- Holiday black out period: Nov 24th thru Dec 31st
- Support specialist schedules vary based upon business need
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%).
The compensation offered for this position will depend on qualifications, experience, and geographic location. This position is primarily paid on highly incentivized commission structure.The starting compensation is expected to be:$19.50/hour
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.
