Customer Support Representative

The Customer Support Representative plays a key role in supporting retail store operations and customer support by delivering exceptional service to Belle Tire customers. This role involves assisting customers with product and service inquiries, resolving customer issues efficiently, and ensuring a positive customer experience with every interaction.

 

What You'll Do

• Distribute Customer Care related communications and issues to appropriate store teams and corporate departments as needed;
• Act as a point of contact for customer care related matters received by phone, online and written communication;
• Promote Belle Tire's online reputation by assisting with complaints originating on social media;
• Respond to Customer Care related inquiries that come in through social media such as Facebook & Twitter;
• Maintain customer records by updating account information;
• Help resolve product or service concerns by clarifying the customer's complaint; examining possible causes; recommending a solution to the concern; expediting correction or adjustment; following up to ensure resolution.
• Respond to customer inquiries via email and educate the customer where applicable to prevent the need for future contacts;
• Maintain a balance between company policy and customer benefit in decision-making. Handles issues in the best interest of both the customer and company;
• Process customer adjustments and check requests
• Act as a point of contact for assigned stores and DROs in the assistance of all customer care related matters;
• Run weekly and monthly reports as needed or requested;
• Review all Customer Care issues in Medallia;
• Monitors status of Customer Service inquiries and determines level of completion;
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience;
• Recommends potential products & service offerings;
• Recommend and update Frequently Asked Questions and areas for consumer "self-help" via BelleTire.com;
• Train personnel on the use of the Medallia system.
• Other related duties as assigned.

 

What We're Looking For

Minimum Qualifications:

• 2 years of experience in the Customer Service field;
• Strong communication skills, both written and verbal;
• Strong PC skills, including proficiency with Office 365 (Word, Excel, and Power Point);
• Strong detail orientation and communication/listening skills;
• Demonstrated passion for excellence with respect to treating and caring for customers;
• Has "thick skin" and is able to handle complaints and unpleasant customers;
• Strong decision making, problem solving and analytical abilities;
• Ability to multi-task;

 

Work Environment

The position is based in an office environment, requiring periods of sitting and the operation of standard office equipment, including computers, phones, and other office tools