[Hiring] Customer Engagement Specialist @Sun Auto Tire and Service

Role Description

The Customer Engagement Specialist (CES) is often the customer’s first contact into a Sun Auto Tire & Service 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 decisions. The goal is to provide a positive and brand-aligned response, exciting the customer to quickly visit a Sun Auto Tire & Service location for their service needs or providing retention resolution to protect our customer relationship and likelihood to recommend our brand.

• Positively represent the Sun Auto Tire & Service brands through customer interactions via phone, web chat, and social interactions.
• Effectively educate and schedule the customer an appointment to visit a Sun Auto Tire & Service location when appropriate.
• 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 Sun Auto & Tire services and products.
• Brand advocate for increasing customer appointments, estimates, and invoices (customer acquisition).
• Provide general questions and answers to Sun Auto Tire & Service location phone calls and chat.
• Collaborate with business partners on customer escalation and resolution (customer review retention).

Qualifications

• 2+ years of relevant work experience in sales, marketing, and/or customer service/support.
• Track record of good tenure.
• Experienced with telephony and CRM software solutions.
• Experienced with Microsoft Office and applications – Word, Outlook, PowerPoint.

Requirements

• Experience in a sales-related role, assisting customers with products or services.
• Experience with InContact, Zendesk, Podium, or similar.
• Comfortable in a fast-paced, multiple activities happening at once environment.
• Team-focused and goal-oriented.
• 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.

Benefits

• 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.