Job Description
Overview:
Call C enter - C ustomer E ngagement S pecialist
U S R em ote - work from home
Full -Ti me with B enefits
Workdays : Saturday and 4 weekdays
Shift: Noon to 9 pm Eastern
Compensation:
Starting pay is $19.23/hour ( c ommensurate with e xperience)
Monthly bonus u p to $250/mont h based on individual performance
Annual 5% bonus based on company performance
Headline: named “best place to work ”, S un A uto T ire & S ervice is a fast growing, top-10 independent tire dealer in the us, with 430 + stores! Come join an awesome team with excellent career path opportunities!
Job O verview:
The customer engagement specialist ( CES ) is often the customer's first contact into a S un A uto T ire & S ervice location. It is the CES 's responsibility to utilize their talents and experience to engage, listen, educate, and identify customer needs and help customers make buying decision s . The goal is to provide a positive and brand aligned response and motivate new and existing customer s to soon visit a S un A uto T ire & S ervice location for upcoming service needs or to resolve a c urrent issue ( retention resolution ) . Your goal is to enhance and protect our customer relationships and ensure our customers will continue to refer their friends and family to Sun Auto Tire & Service!
Key R esponsibilities:
Positively represent the S un A uto T ire & S ervice brands through customer interactions through phone, web chat, and social interactions
Effectively edu cate and schedule the customer an appointment to visit a S un A uto T ire & S ervice location when appropriate and provide a timely response to customer maintenance and retention requests
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 S un A uto T ire & S ervice product and service offerings
Duties:
B e a b rand advocate for increasing customer appointments, estimates, and invoices (customer acquisition)
Provide answers via phone call and chat to general question s from S un A uto T ire & S ervice locations
Collaborate with business partners on customer escalation and resolution (customer review retention)
Ideal candidates possess these attributes:
Experience in a sales related role, helping customers decide on products or services
Experience with inContact, Zendesk, P odium or simila r Contact Center technologies
Comfortable in a fast-paced, multiple activities happening at once type of environment
Team focused and goal oriented
Curiosity and desire to continuously learn
Self-regulating and accountable
Problem sensitivity and the ability to understand 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:
1-2 years of relevant work experience in sales, marketing, and/or customer service/support
Track record of good tenure
Call center work e xperienced and knowledge of telephony and CRM software
Experienced with Microsoft office and applications – W ord, O utlook, P owerPoint
High school diploma or equivalent; bachelor's degree preferred.
Remote work experience
Bilingual a plus
Benefits:
At S un A uto T ire & S ervice 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
- S hort-term and long-term disability insurance
Sun auto tire and auto provides equal opportunities to all employees and applicants for employment without regard to race, sex, color, religion, age, n ational origin, citizenship, marital status, disability, veteran status, genetic information, sexual orientation, gender identity. We will not discriminate in any employment decision against any individual based on race, sex, color, religion, age, national origin, citizenship, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
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