Customer Care Specialist — Resolve Issues & Drive Loyalty

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.