(Bilingual) Customer Service Representative

American Tire Distributors; California; On-site; USD 42,000 - 62,000; Full time

Job summary

American Tire Distributors is seeking a Bilingual Customer Service Representative to support customers via phone, chat, text, and email, and to build strong relationships through accurate record-keeping and proactive problem solving.

The role emphasizes order processing, returns handling, and providing product and policy information to ensure customer satisfaction across multiple channels.

Qualifications

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

Responsibilities

• Communicate professionally with customers via phone, web chat, text, and email.
• Maintain accurate customer records and communicate issues and feedback through established channels.
• Process customer orders and returns and assist with tracking and product availability.
• Provide consultation services by answering and resolving customer questions and complaints.
• Sustain a customer-centric focus and drive satisfaction while achieving productivity goals.

Job 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; 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.
• 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.
• Builds Customer Loyalty - Ability to make every customer interaction positive; Balances appropriate focus on tasks and service, Collaborates with team members to best serve customers, Demonstrates respect for the customer, Describes impact of customer experience, Empathizes with customers, Explains customer experience and related loyalty metrics, Focuses on simplicity when addressing the customer, Identifies important interaction points with customers, Leverages available resources to meet customer needs, Provides solutions to the customers' problems, Recognizes importance of customer loyalty, Services diverse customers, Takes responsibility for addressing customer concerns
• Customer-Focused Approach - Keeps customer at center of sale~Collaborates with customers~Elevates partner insights~Uses common terminology
• Navigates Customer Challenges - Listens nondefensively to angry/upset customers~Defuses customer tension~Explains and addresses customer issues~Offers appropriate goodwill gestures~Keeps promises made to the customer~Prepares for commonly encountered customer challenges~Assists multiple customers simultaneously
• Strengthens Customer Connections - Connects on a personal level~Demonstrates a willingness to help customers~Chooses customer-focused words and phrases~Acknowledges what the customer says~Affirms the customer's choices~Appreciates what the customer does~Assures the customer of the organization's commitment~Transitions a customer to another service provider~Avoids technical or industry-specific jargon
• Understands Customer Needs - Understands customer context~Uncovers customer Key Performance Indicators~Articulates customer objectives~Adds value to partnerships
• Builds Customer Loyalty
• Customer-Focused Approach
• Decision Quality
• Navigates Customer Challenges
• Strengthens Customer Connections
• Understands Customer Needs
• REMOTE_SKILL-1-245302
• REMOTE_SKILL-1-49222

Physical Demands Category: Office

Physical Demands/Work Environment/Travel Requirements: Physical demands: Travel required: Our people are passionate about what they do, the product they sell, and the customers they serve. Builds Customer Loyalty, Builds Rapport, Communicates Effectively, Customer-Focused Approach, Decision Quality, Ensures Accountability, Interpersonal Savvy, MAINTAINED_SKILL-3-5213, Manages Ambiguity, Manages Resistance, Navigates Customer Challenges, Plans & Aligns, REMOTE_SKILL-1-245302, REMOTE_SKILL-1-49222, Situational Adaptability, Strengthens Customer Connections, Understands Customer Needs, Understands Issues/Motivations Education

High School or GED degree | Not Required Work Experience

Support Individual Contributor | 2-4 years of related experience preferred | Not Required Build a challenging and rewarding career with us!