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

Role Description

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.

• 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.
• Attend 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.

• Provide resolution to customer inquiries and issues.
• Collaborate with business partners on customer escalation and resolutions.
• Capture root cause of issues for mitigation purposes.

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.

Requirements

• 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.

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.