[Hiring] Bilingual Customer Service Representative @American Tire Distributors

Role Description

The Bilingual Customer Service Representative is responsible for soliciting new business and servicing existing customers via telephone sales. This role focuses on customer problem resolution, maintaining thorough knowledge of products, policies, and merchandising information, and providing consultation services to customers. The CSR is also responsible for researching, planning, and implementing sales; customer retention; and new business development, championing the corporate image and reputation.

Key Responsibilities

• Champion the corporate image and reputation by providing customers with product, program, and system knowledge.
• Communicate professionally with customers via phone, web chat, text, and email.
• Engage in consultative selling of tires, wheels, and associated products.
• Maintain accurate customer records and communicate customer issues and feedback to appropriate individuals through established channels.
• Maintain thorough knowledge of products, policies, and merchandising information.
• Maximize time management for customer availability.
• Process customer orders and returns and assist customers with tracking and product availability.
• Provide consultation services by answering, handling, and resolving customer questions, requests, issues, and complaints.
• Provide excellent quality service as defined by the Quality Assurance program.
• Sustain a customer-centric focus and drive customer satisfaction, while achieving productivity and efficiency goals.

Competencies

• Action-Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Balances Stakeholders - Anticipating and balancing the needs of multiple stakeholders.
• Builds Customer Loyalty - Ability to make every customer interaction positive; balances appropriate focus on tasks and service.
• Builds Rapport - Quickly and effectively establishes trust within the buying centers in the client's organization.
• Customer-Focused Approach - Keeps customer at center of sale; collaborates with customers; elevates partner insights.
• In-Depth Questioning - Seeks to understand the client's situation; explores client problems and solutions.
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Manages Resistance - Responds to client concerns; seeks understanding before responding.
• Navigates Customer Challenges - Listens nondefensively to angry/upset customers; defuses customer tension.
• Nimble Learning - Actively learning through experimentation when tackling new problems.
• Strengthens Customer Connections - Connects on a personal level; demonstrates a willingness to help customers.
• Understands Customer Needs - Understands customer context; uncovers customer Key Performance Indicators.
• Understands Issues/Motivations - Adapts to changing goals/objectives; maintains focus on win-win goal.

Qualifications

• High School or GED degree
• 2-4 years of related experience preferred

Requirements

• Builds Customer Loyalty
• Builds Rapport
• Communicates Effectively
• Customer-Focused Approach
• Decision Quality
• Ensures Accountability
• Interpersonal Savvy
• Manages Resistance
• Manages Ambiguity
• Navigates Customer Challenges
• Plans & Aligns
• Situational Adaptability
• Strengthens Customer Connections
• Understands Customer Needs
• Understands Issues/Motivations

Physical Demands/Working Conditions

• Physical demands: Occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; occasionally lift and/or move up to 50 pounds.
• Work environment: Exposed to weather conditions prevalent at the time; noise level is usually moderate.
• Travel required: As required by the position.

Benefits

• Build a challenging and rewarding career with us!
• American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace.