(Bilingual) Customer Service Representative

American Tire Distributors; Sacramento (CA); Presencial; USD 36.000 - 48.000; Jornada completa

Descripción de la vacante

American Tire Distributors in California is seeking a Bilingual Customer Service Representative to solicit new business and service existing customers by phone and online channels. You will resolve problems, provide product knowledge, and ensure accurate records while upholding a professional corporate image.

This role emphasizes customer satisfaction, collaboration with teams, and adherence to quality standards.

Formación

• Experience in customer service or call center environments.
• Ability to communicate clearly via phone, email, and chat.
• Strong problem-solving and conflict-resolution abilities.

Responsabilidades

• Solicit new business and service existing customers via telephone sales.
• Resolve customer issues and inquiries professionally.
• Maintain accurate customer records and communicate feedback to appropriate individuals.
• Provide product, policy knowledge and merchandising information to customers.
• Provide excellent service by addressing questions, requests, issues and complaints while meeting productivity goals.

Descripción del empleo

Bilingual Customer Service Representative

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.

Key Responsibilities

• 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 LoyaltyCustomer-Focused ApproachDecision QualityNavigates Customer ChallengesStrengthens Customer ConnectionsUnderstands Customer Needs

Key Skills and Professional Attributes

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, 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!