Tire Support Unit Team Lead - Night 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

** Hours: 6:00PM to 6:30AM 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. Subject to change.

This position leads a team of 3-5 Tire Support Unit Agents. This position is required to work one shift per quarter in the office and is remote-based otherwise.

The Tire Support Unit Team Lead is responsible for providing excellent customer service and managing light mechanical and tire-related emergency roadside assistance cases and overseeing the operations of the shift.  The Tire Support Unit leads are instrumental in ensuring all customers are serviced from beginning to end. The business environment is fast-paced while maintaining positivity and respect for customers and team members. Team leads will be expected to be able to run reports, research data, and present information to our customers internally and externally.

• 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 of direct reports
• Maintain team KPIs
• 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

• Bachelor's Degree OR 2+ years of professional experience if no Bachelor's Degree
• 1+ years of Contact/Call Center, Inside Sales, or Customer Service experience
• Strong Microsoft Office Suite skills (i.e. Word, PowerPoint, Outlook, Excel)
• Strong customer service skills
• Attention to detail
• Reliable at the workplace
• Comfortable with using new technology
• 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

• Prior management experience
• Prior night shift experience
• Bachelor’s degree
• Able to communicate with customers in Spanish, French, and/or other 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 orientati