Consumer Relations Representative 1

The Goodyear Tire & Rubber Company; Cleveland (OH); On-site; USD 55,000 - 65,000; Full time

Job summary

As a Consumer Relations Specialist at Goodyear, you will resolve customer issues while delivering a best-in-class experience that drives loyalty and repurchase intent. You will handle inquiries and complaints following established guidelines to ensure consistency and quality in every interaction.

Additionally, you will identify and appropriately manage cases with potential legal or media implications, adhering to Consumer Relations protocols.

Qualifications

• High school diploma or equivalent required.
• 1–2 years in a contact center or related experience preferred.
• Effective problem solving and communication skills.
• Working knowledge of contact center metrics, hardware, software & telephony preferred.

Responsibilities

• Handle incoming consumer/customer calls and surface mail. Stay current with all Goodyear, Dunlop & Kelly products and services.
• Respond to email inquiries received through all Goodyear, Kelly, Dunlop sites.
• Meet/exceed established Consumer Relations quality assurance guidelines and customer satisfaction scores.
• Provide feedback on customer contacts and document interactions accurately.
• Complete all assigned Goodyear training.
• Authorize refunds/future rebates up to $500 in compliance with Sarbanes/Oxley.

Skills

Customer service

Problem solving

Communication skills

Contact center metrics

Education

High School Diploma or equivalent

Tools

Telephony systems

Job description

As a Consumer Relations Specialist at Goodyear, you will resolve customer issues while delivering a best-in-class experience that drives loyalty and repurchase intent. You will handle inquiries and complaints following established guidelines to ensure consistency and quality in every interaction. Additionally, you will identify and appropriately manage cases with potential legal or media implications, adhering to Consumer Relations protocols.

Why This Role Matters

• Drives customer loyalty and repurchase intent by delivering consistent, high-quality resolution to consumer issues.
• Provides critical customer insights and feedback to the business, helping improve products, services, and overall customer experience.

What You Will Do

• Customer Service: Handle incoming consumer/customer phone calls & surface mail. Stay current with all Goodyear, Dunlop & Kelley products & services. Respond to email inquiries received through all Goodyear, Kelly, Dunlop web sites.
• Quality Assurance: Meet/exceed established Consumer Relations quality assurance guidelines. Meet/exceed established customer satisfaction survey score standards.
• Business Intelligence: Provide feedback on customer/Consumer contacts such as unusual spikes related to product & service performance. Complete accurate contact documentation.
• Training: Complete all assigned Goodyear, Dunlop & Kelly training
• Program Compliance: Authority to request refunds/future rebates to customer/consumers up to $500 ensuring compliance with Sarbanes/Oxley requirements

What We Are Looking For

• High School Degree or equivalent.
• 1-2 years of previous contact center experience or related experience is preferred.
• Effective problem solving and communication skills.
• Working knowledge of contact center metrics, hardware, software & telephony is preferred.

Goodyear is one of the world’s largest tire companies. It employs about 63,000 people and manufactures its products in 48 facilities in 19 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate

If you need reasonable accommodation to complete the online application, or any other part of the employment process, please contact the Goodyear Candidate Care Line at 330.796.4500.

Goodyear is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.