Tire Support Unit Agent - Day Shift

Company Description

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2023, Continental generated preliminary sales of €41.4 billion and currently employs around 200,000 people in 56 countries and markets

With its premium portfolio in the car, truck, bus, two-wheel and specialty tire segment, the Tires group sector stands for innovative solutions in tire technology. Intelligent products and services related to tires and the promotion of sustainability complete the product portfolio. For specialist dealers and fleet management, Tires offers digital tire monitoring and tire management systems, in addition to other services, with the aim of keeping fleets mobile and increasing their efficiency. With its tires, Continental makes a significant contribution to safe, efficient and environmentally friendly mobility. 

Job Description

SG7

** Hours: 6:00AM to 6:30PM during our 24/7 operation. Shifts are currently 12 hours each on a rotating 3 or 4 day per week schedule which will include every other weekend and holidays. This position works in the office once per week and is remote 2-3 days per week. Subject to change. **

THE POSITION

The Tire Support Unit Agent is responsible for providing excellent customer service and managing light mechanical and tire-related emergency roadside assistance cases. The Tire Support Unit Agents are instrumental in ensuring all customers are serviced from the beginning until each case is closed. The business environment is fast-paced while maintaining positivity and respect for customers and team members.

• Provide a high level of customer service and exceed customer expectations by handling all cases with the highest degree of professionalism.
• Maintain training and coaching
• Build process documentation
• Maintain reporting on a daily basis
• Uphold case and continuity processes

• Research and escalate issues as needed
• Have excellent communication skills while being the primary point contact for all related inbound calls
• Be familiar with the preferred service providers to maximize driver up-time by efficiently arranging dispatch of the repair service
• Have a general knowledge of the tire industry’s products and policies and maintain product training
• Review and implement fleet-specific requirements
• Collect required information from driver/dispatcher concerning location and description of the emergency
• Be consistent and remain in contact with the driver/dispatcher providing case status
• Create electronic claims received via phone, web, and mobile applications
• Be familiar with basic mechanical problems
• Effectively communicate all case-related details to the service provider
• Continuously monitor the system to ensure that service is provided within the specified time
• Be detail-oriented while maintaining notes and communication with other team members of all case events

Assist in other duties, as required

Qualifications

BASIC QUALIFICATIONS

• High School Diploma or equivalent

• Strong Microsoft Office Suite skills (i.e. Word, PowerPoint, Outlook, Excel)

• Strong customer service skills

• Attention to detail

• Reliable at the workplace

• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening

• Continental is not able to pay relocation expenses for this opportunity

PREFERRED QUALIFICATIONS

• 1-2+ years of Contact/Call Center, Inside Sales, or Customer Service experience

• Comfortable with using new technology

• Bachelor’s degree

• Able to communicate with customers in Spanish, French, or bilingual languages

Additional Information

All your information will be kept confidential according to EEO guidelines.

EEO-Statement:

EEO / AA / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities, where they apply. To be considered, you must apply for a specific position for which Continental has a curre