Consumer Relations Representative 1

Goodyear; Kentucky; On-site; USD 32,000 - 52,000; Full time

Job summary

Goodyear is seeking a Consumer Relations Specialist to resolve customer issues and maintain 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, while identifying cases with potential legal or media implications per Consumer Relations protocols.

Qualifications

• 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.

Responsibilities

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

Skills

Problem solving

Communication skills

Customer service

Attention to detail

Education

High School degree or equivalent

Tools

Contact center software

Telephony systems

Hardware knowledge

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 MattersDrives 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 DoCustomer 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 trainingProgram Compliance: Authority to request refunds/future rebates to customer/consumers up to $500 ensuring compliance with Sarbanes/Oxley requirementsWhat We Are Looking forHigh 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.#LI-SM1.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/corporateIf 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.