Consumer Relations Representative 1

Consumer Relations Specialist

As a Consumer Relations Specialist at Goodyear, you will resolve customer issues while delivering a best-in-class experience that drives loyalty and repurchase intent. You will handle inquiries and complaints following established guidelines to ensure consistency and quality in every interaction. Additionally, you will identify and appropriately manage cases with potential legal or media implications, adhering to Consumer Relations protocols.

Why This Role Matters

• Drives customer loyalty and repurchase intent by delivering consistent, high-quality resolution to consumer issues.
• Provides critical customer insights and feedback to the business, helping improve products, services, and overall customer experience.

What You Will Do

• Customer Service: Handle incoming consumer/customer phone calls & surface mail. Stay current with all Goodyear, Dunlop & Kelley products & services. Respond to email inquiries received through all Goodyear, Kelly, Dunlop web sites.
• Quality Assurance: Meet/exceed established Consumer Relations quality assurance guidelines. Meet/exceed established customer satisfaction survey score standards.
• Business Intelligence: Provide feedback on customer/Consumer contacts such as unusual spikes related to product & service performance. Complete accurate contact documentation.
• Training: Complete all assigned Goodyear, Dunlop & Kelly training
• Program Compliance: Authority to request refunds/future rebates to customer/consumers up to $500 ensuring compliance with Sarbanes/Oxley requirements

What We Are Looking For

• High School Degree or equivalent.
• 1-2 years of previous contact center experience or related experience is preferred.
• Effective problem solving and communication skills.
• Working knowledge of contact center metrics, hardware, software & telephony is preferred.