Install Support Specialist

September 15

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SimpleTire

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Tire Sales • Automotive Service • E-Commerce • Direct to Consumer • Business to Business

51 - 200

💰 Private Equity Round on 2018-05

Description

• The Install Support Specialist, Customer Care, a fully remote position, will report directly to the Customer Care Supervisor and plays a critical role in supporting our Installation Support team. • This individual will have experience in customer service, analytical skills, and possess a bias for action. • This individual will interact with our installers on a daily business, delivering best-in-class customer service. • This role requires 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. • Works within the Install Support team as a point of contact for issues within the team • Help to mitigate concerns/issues that are escalated directly with Installers • Skill in monitoring/assessing the performance of self, other individuals, or organizations to make improvements or take corrective action. • Support the Customer Care Supervisor and Team to achieve customer service goals • Manage large amounts of incoming/outbound calls, chats, and emails to customers, installers, and platform users • Develop an understanding of installer needs and anticipate key shifts to maximize the business • Ensure collaborative/productive relationships are maintained and cultivated with all installers in all situations • Understand unique perspective of market to foster targeted solutions and long-term relationships with installers • Collaborate with cross-functional partners (Marketing, Technology, etc.) to deliver great customer service and to meet goals • Review client data to provide customer relationship management • Resolves customer complaints by diving into problems, developing solutions, and delivering Functional knowledge of how to onboard installers, manage accounts, handle larger accounts while providing best-in-class customer service • Assist the Onboarding Install team with projects, such as outbound calls on platform launches, onboarding approaches, and installer communication as needed. • Other Duties as assigned

Requirements

• Minimum of 1.5+ years of high volume, inbound contact center or call center experience required • High school diploma/GED required, associates/bachelors degree or equivalent experience preferred • Ability to guide/lead a team with communication, task assigning, and problem solving • Must have experience in helping customers and providing customer service • Adaptability and dependability - ability to follow through on tasks and adhere to flexible work schedules and shifts • Clear and concise written and oral communicator with 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 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 • Communication • Organizational Skills • Critical Thinking & Problem solving • Emotional intelligence • Tech savvy • Experienced with Microsoft Office and online systems • Excellent time management