Customer Retention Specialist

Overview

CUSTOMER RETENTION SPECIALIST

Full time - Tuesday through Saturday 10 am to 7 pm Eastern

Background: 2+ years remote call center experience in customer service, claims support/claims resolution or similar

Compensation: $21/hour

Nominated “Best Place to Work”, Sun Auto Tire & Service is a fast growing, top-10 independent tire dealer in US, with 600 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 as well as social media posts
• Attending to all customer queries, concerns, and comments posted to the company's social media platforms
• Utilize strong written communication with experience developing cohesive, publicly facing social and general media responses
• 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 resolutions
• Capture root cause of issues for mitigation purposes

Ideal candidates possess these attributes:

• Automotive experience preferred, but not required
• Prior experience reviewing and responding to social media posts
• 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
• 2 years of relevant work experience in customer support, claims, or similar environments
• Track record of good tenure
• Previous remote work experience
• 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
• Customer resolution experience

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

Sun Auto Tire and Auto provides equal opportunities to all employees and applicants for employment without regard to race, sex, color, religion, age, national origin, citizenship, marital status, disability, veteran status, genetic information, sexual orientation, gender identity.

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