The support specialist is a fully remote inbound/outbound customer service call center role that is focused on creating strong communication pathways between SimpleTire and its customers. This role will require that someone have established contact center 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 is an extension of SimpleTire, and will need to conduct themselves with a polite, clear, and concise demeanor.
Job responsibilities:
Handling inbound and outbound phone calls, emails, and chat from online customers. Verifying customer account information and order information. Managing on average 30-40 calls per day.
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.
Handling special projects or other duties as assigned.
Qualifications
Minimum Job Requirements
Minimum of 1 year of contact center experience required
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 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
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
25-40 hours per week, full time availability preferred
Hours of operation: 8am – 7pm M-F, 9am – 5pm Sat
Closed Sundays, Thanksgiving Day, Christmas Day
Holiday black out period: Nov 24th thru Dec 31st
Support specialist schedules vary based upon business need
Compensation
Starting at $18.50/hr
Benefits and Perks
Fully remote role
Medical, dental, vision, short-term disability, long-term disability, company paid life insurance, 401(K) with employer match, 15 days of PTO, and 9 paid holidays
Company sponsored events, casual dress code, SWAG, and corporate discounts
Working Conditions and Physical Effort
Ability to sit for long periods of time.
Continuous computer screen viewing and typing
What is SimpleTire?
We think there’s a better way when it comes to getting work done on your car. Starting with tire replacement. A way that’s more welcome, that’s more you. That gets you to what you need, more quickly. Helps you feel smart about your choices, and gets you on your way, feeling good. A way better experience for tire replacement. That’s our way. That’s our promise.
Our network stretches across the country with 10,000+ installers and 3,000+ independent supply points. We employ hundreds of people, support thousands of local businesses, and strive to empower everyone along the process.
SimpleTire is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, covered veteran status, or any other class protected by applicable law. EEO Employer M/F/NB/Vet/Disabled. SimpleTire will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local laws.