Customer Service Representative, 5 & 6-month contract - remote

工作内容

The Customer Service Representative (CSR)is responsible for providing day-to-day support to the Retail Service Centre business unit. The Retail Service Centre CSR will be responsible for the over-the-phone sales and service process on behalf of select stores. This involves following best practices in conjunction with stores, ensuring prompt customer service and driving sales growth across Retail Service Centre serviced locations.

The LDFC Customer Service Representative is responsible for ensuring timely service to LDFC client vehicles and Kal Tire locations while providing the best value for the client and obtaining the best return for Kal Tire. The team member will take direction from the Team Lead and Supervisor to ensure efficient operation of the LDFC.

Core Responsibilities

Customer Inquiries

• Respond to a variety of customer service calls in a courteous and professional manner with the goal of resolving the issues during the first call or chat session.
• Utilize active listening to identify and clarify customer needs.
• Research solutions using web-based applications.
• Present customer options that encourage long-term satisfaction, referrals, and customer loyalty.
• Provide information and solutions regarding requests for product information, ‘after sale’ service, warranty, and customer support.
• Act as Kal Tire brand ambassadors.

Operation / Function

• Extension of the in-store team - front counter Sales and Service.
• Liaison between Customer and supplier/producer/service technician.
• Greet customer in a positive, friendly manner – establish if new or existing customer, and which vehicle.
• Determine customer needs, and offer solutions; order product, schedule delivery of services.
• Recognize issues, concerns, and limitations; redirect to Store Manager or Supervisor if necessary.
• Provide assistance to new and existing team members.
• Participate in call out campaigns for periodic maintenance and changeover scheduling.
• Other duties may be assigned as required.

Product / Service Promotion

• Provide information about company products and services, charges, service conditions, and service availability.
• Ensure the products recommended meets the vehicle requirements and safety necessities.
• Recommend products from Kal Tire core product line.
• Suggest service and maintenance options for long term vehicle safety and reliability.

Work Experience

• 1 year of working experience preferred

Knowledge, Skills and Abilities

• Diplomatic and professional approach
• Customer orientated, adaptable and responsive to different customer inquiries
• Solid communication skills
• Results focused
• Technical aptitude

Education

• No specific requirements

Special Requirements

• Open availability to cover shifts during operational hours which will include early morning, evening and weekends.

Negotiable Requirements

• Previous call center experience
• Understanding of mechanical fundamentals / general mechanical aptitude
• Previous Kal Tire Store experience/knowledge

Please note, the role requires your availability to work 32 to 40 hours a week, from Monday to Saturday 5:00 AM – 6:00 PM. It’s a 5- & 6-month contract, Start date: July 11, 2022. This can be a remote job after completing 2 weeks’ training in our Service Centre (Vernon, BC).

About Kal Tire

Kal Tire is the largest independently owned tire dealer in Canada with over 250 locations. Our business philosophy centers on exceeding our customers’ expectations and relies on our entrepreneurial team members to provide exceptional customer service.