CUSTOMER SERVICE REPRESENTATIVE

Description

This position is the front line in Customer Service and Sales; handling inbound calls, technical inquiries, and returns in a customer-service centric and professional manner. This position operates in a professional office environment routinely using standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position also requires travel to car shows and events, which entails working outdoors, lifting repetitively, and travel to and from events in an 18 wheeler or fifth wheeler to car and trade shows. Lifting and physical labor (50 lbs.) while in the office to assist with walk in customers and while on the road and at car shows are common.

Reports To: National Sales Manager

Essential Functions - Call Center

• Receive inbound sales calls and assist customers with product selection
• Support CSR with Customer Service, Sales, and Technical question escalation
• Maintain relationships with existing customers and create relationships with new ones
• Process orders for products received by telephone, fax, in-person, or via online tools (web chat) in a timely and efficient manner
• Provide timely and accurate information to customers regarding order status and product knowledge requests
• Assist with new hire training as well as ongoing training
• Provide one call resolution for customer service issues, including technical and returns
• Grow and Service key customer accounts
• Make outbound calls as needed
• Support Sales and call reports using basic Excel skills
• Assist with designated digital customer channels, such as forums, for escalated customer or product issues
• Perform call quality audits on orders as well as call scores for phone reps
• Provide technical fitment recommendations to customers using internal and external information and resources
• Warranty and claims evaluation, processing
• Other duties assigned by Management
  
  

Car Shows/ Events

• Attend a minimum of 8-10 Events and car shows per year
• Assist customers and vendors
• Set-up of company booth/area. Including, but not limited to: Sitting, standing, walking continuously; Lifting, carrying, pushing, pulling continuously; Reaching above, bending, stooping frequently; Pushing and pulling frequently
• Other duties assigned by Management
  
  

Requirements

Key skills and competencies of the position include, but are not limited to:

• Ability understand and take direction to achieve a common goal
• Proficiency with Computers, Microsoft Office, Excel, Web Query and Epicor P21
• Effective written and verbal communication skills
• Strong attention to detail and follow-up skills
• Excellent organizational skills
• Customer Centric service skills and ability to remain calm and composed during difficult customers and situations
• Hands-on, “in the trenches” style with a strong work ethic, high level of energy and enthusiasm
• Exceptional knowledge of our products, procedures, and order system
• High level of vehicle fitment, market, wheel, and tire proficiency including technical aspects
  
  

Physical Demands

The individual in this position will spend several hours sitting and using office equipment and computers, which can cause muscle strain. Must be able to physically lift up to 50lbs to assist at car shows or with walk-in customers. Must be able to use ladder for show installations and setup.

Schedule and Availability

Ability to work hours of 9AM-6PM EST Monday - Friday. Must be able to work extra days or extended hours for car shows if needed.

Travel

Typically of 8-10 car shows per year, after sufficient training and tenure. To be determined and set by management.

Measurements Of The Role (Not Limited To)

• Sales Bookings
• Call Quality Score (CQS) Order, returns entry accuracy
• Customer Service survey responses
• Web Chat survey responses
  
  

Supervisory Responsibilities: This position has no supervisory responsibilities.

Professional Qualifications & Minimum Education Requirements

• Detailed knowledge of tire, wheel, and other automotive technical information
• Minimum one year as a CSR or similar automotive experience
• One year minimum call center/customer service experience with tire sales preferred
• Reporting capability in Prophet 21 and Web Query
• Basic Excel competencies
• Ability to coach, train, and lead others that are learning
• High School diploma/graduation
• Post high school education preferred
• Ability to lift up to 50 pounds
  
  

Working Conditions

• The position will be required to be onsite, based in the Chattanooga, TN facility, reporting directly to the National Sales Manager.
• This position works a schedule determined by the manager based on open business hours.
• This job operates in both a professional office and warehouse/shop environment. The individual in this role will also perform some job duties outdoors.
• This role routinely uses standard office equipment, such as computers, phones, photocopiers, filing cabinets and fax machines.
• The individual in this position will spend several hours sitting and using office equipment and computers, which can cause muscle strain.