Customer Experience & Relations Specialist

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

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.