Customer Service Specialist-Franchise Customer Service

Overview

Date Posted:
5/18/2017
Job Code:
N/A
City:
PBC
State:
FL
Country:
United States of America
Category:
Consumer/Customer Relations

 

General Summary

TBC Corporation is one of the nation’s largest vertically integrated marketers of tires and automotive services for the automotive replacement market.  The Company’s retail operations include Company-operated tire and automotive service centers under the “Tire Kingdom”, “Merchant’s Tire & Auto Centers”, and “National Tire & Battery” brands, and franchised stores under “Big O Tires” brand.  TBC markets on a wholesale basis to regional tire chains and distributors serving independent tire dealers throughout the United States, Canada, and Mexico.

 

We have an immediate career opportunity available for a Contact Sales Support Representative in our Palm Beach Gardens, FL contact center.  This position is primarily tasked with supporting multi-channel sales initiatives.  This includes sourcing, product, e-commerce, and phone interactions.  The Contact Center Sales Support Representative will work closely with the call center Supervisors, Team Leads and Operations Manager to ensure consistency in meeting and exceeding performance metrics and service expectations.

 

The Contact Center Sales Support Representative is responsible for the execution of the contact center processes; including prioritizing customer needs, order processing, order follow-ups, collecting inbound sales leads, and other web support and sales related tasks as assigned.

 

Primary Responsibilities

  • Professionally handle incoming customer inquiries
  • Professionally respond to or appropriately escalate inbound email inquiries
  • Thoroughly and effectively gather details needed to fulfill customer needs
  • Maintain a balance between company policy and customer and store associates
  • Focus on meeting and exceeding team and individual performance metrics to drive results
  • Supports phone queues during peak times, or as needed, to ensure service levels are achieved
  • Reviews team and individual metrics, service levels and other performance indicators and executes on actions to improve performance

 

Education & Experience

 

Experience:

  • Minimum of 1-2 years of experience in high volume fast paced contact center with chat experience and /or e-commerce hub
  • Ability to communicate effectively in writing with proper grammar, and have a history of strong results
  • Must have customer service experience and demonstrate strong customer service skills
  • Must have a highly developed sense of integrity and commitment to customer satisfaction
  • Strong affinity or in depth knowledge of the automotive field preferred
  • Strong negotiation, interpersonal, written and oral communications skills
  • Must have advanced computer skills (MS Word, Excel, and Outlook)
  • An understanding of call center metrics and technologies is preferred
  • Willingness to work a flexible schedule to include weekends, possible holidays and occasional overtime when needed.

 

Education:   High School Diploma or Equivalent

      


TBC Corporation TBC continuously offers strong career opportunities to those from inside as well as outside the auto services industry. We hire those with a passion for success and we will train them with proven processes that will take them there. Our employees share a very unique and lucrative opportunity to maximize their earnings with industry leading pay, incentives, and recognition programs when they deliver and exceed expected results.