Call Center – CUSTOMER RETENTION SPECIALIST
100% Remote – work from home
Full time – Tuesday through Saturday Noon to 9 pm Eastern
Background: 1-2 years remote call center experience in customer service, support or claims
Compensation:
- Starting pay is $19.23/hour (Commensurate with Experience),
- 5% Company Performance Bonus Eligibility
Headline: Nominated “Best Place to Work”, Sun Auto Tire & Service is a fast growing, top-10 independent tire dealer in US, with 425+ stores in the US! Come join an awesome team with excellent career path opportunities!
Job Overview
The Customer Retention Specialist (CRS) is often the customer’s first contact into a Sun Auto Tire & Service location. It is the CRS’ responsibility to utilize their experience to engage, listen, and resolve the customer’s needs. The goal is to provide a positive and brand-aligned response aimed at retaining the customer and resolving any service or experience issues.
Key Responsibilities:
- Identify and resolve customers’ needs by providing information, conducting research, executing retention strategies and/or escalating to operations
- Positively represent the Sun Auto Tire & Service brands through customer interactions through phone, email, and chat
- Attending to all customer queries, concerns, and comments posted to the company’s social media platforms
- Correctly maintain customer records within operating systems and customer relationship management tools
- Project a positive and helpful attitude reflecting professional communication and composure
- Be accountable to vision, values, and goals – motivated to meet and exceed targets
- Focus and passion for building and maintaining internal and external customer relationships
Duties:
- Provide resolution to customer inquiries and issues
- Collaborate with business partners on customer escalation and resolution
- Capture root cause of issues for mitigation purposes
- This position is remote
Ideal candidates possess these attributes:
- Automotive experience preferred, but not required
- Experience with InContact, Zendesk, Podium or similar
- Comfortable in a fast-paced, multiple activities happening at once environment
- A desire to deliver best-in-class customer service
- Curiosity to learn and understand
- Self-regulating and accountable
- Problem sensitivity, or the ability to tell when something is wrong or likely to go wrong
- Confident in applying general rules to specific problems to produce answers that make sense
- Attention to detail with excellent written and verbal communication skills
Qualifications:
- High school diploma or equivalent; Bachelor’s degree desired
- 1-2 years of relevant work experience in customer support, claims, or similar environments
- Track record of good tenure
- Remote work experience desired
- Experienced with telephony and CRM software solutions
- Experienced with Microsoft Office and applications – Word, Outlook, PowerPoint
What will set you apart:
- Passion for social media and proficiency with major social media platforms and social media management tools
Benefits:
At Sun Auto we recognize that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement) as well as:
* Medical, Dental and Vision Insurance
* Health Savings Account
* 401(k) Retirement Plan with Company Match
* Paid Vacation and Sick Days
* Employee Discounts
* Educational Assistance
* Company Paid Life Insurance
* Short-Term and Long-Term Disability Insurance