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Customer Retention Specialist

Sun Auto Tire and Service
Lexington, KY
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

CUSTOMER RETENTION SPECIALIST

100% Remote in the Lexington, KY Area
Full-Time

Candidates must be available to work a shift during the hours of:

  • M-F 10:30 am to 9 pm Eastern Time with Saturday availability

Compensation:

  • Starting pay is $19.23/hour (Commensurate with Experience),
  • 5% Company Performance Bonus Eligibility 

Headline: Named “Best Place to Work”, Sun Auto Tire & Service is the fastest growing, top-10 independent tire dealer in US, with 350+ stores in the US! Come join an awesome team with excellent career path opportunities!

Job Overview

The Customer Retention Specialist (CRS) is often the customer’s first contact into a Sun Auto Tire & Service location. It is the CRS' responsibility to utilize their experience to engage, listen, and resolve the customer’s needs. The goal is to provide a positive and brand-aligned response aimed at retaining the customer and resolving any service or experience issues. 

Key Responsibilities:

  • Identify and resolve customers’ needs by providing information, conducting research, executing retention strategies and/or escalating to operations
  • Positively represent the Sun Auto Tire & Service brands through customer interactions through phone, web chat, and social interactions
  • Correctly maintain customer records within operating systems and customer relationship management tools
  • Project a positive and helpful attitude reflecting professional communication and composure
  • Be accountable to vision, values, and goals – motivated to meet and exceed targets
  • Focus and passion for building and maintaining internal and external customer relationships

Duties:

  • Provide resolution to customer inquiries and issues
  • Collaborate with business partners on customer escalation and resolution 
  • Capture root cause of issues for mitigation purposes
  • This position is remote 

Ideal candidates possess these attributes:

  • Automotive experience preferred, but not required
  • Experience with InContact, Zendesk, Podium or similar
  • Comfortable in a fast-paced, multiple activities happening at once environment
  • A desire to deliver best-in-class customer service
  • Curiosity to learn and understand
  • Self-regulating and accountable
  • Problem sensitivity, or the ability to tell when something is wrong or likely to go wrong
  • Confident in applying general rules to specific problems to produce answers that make sense
  • Attention to detail with excellent written and verbal communication skills

Qualifications:

  • High school diploma or equivalent
  • 1-2 years of relevant work experience in customer support, claims, or similar environments
  • Track record of good tenure
  • Experienced with telephony and CRM software solutions
  • Experienced with Microsoft Office and applications – Word, Outlook, PowerPoint

Preferred Qualifications:

  • Bachelor's degree desired
  • Remote work experience desired

Benefits: 

At Sun Auto we recognize that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement) as well as: 

* Medical, Dental and Vision Insurance 

* Health Savings Account 

* 401(k) Retirement Plan with Company Match 

* Paid Vacation and Sick Days 

* Employee Discounts 

* Educational Assistance 

* Company Paid Life Insurance 

* Short-Term and Long-Term Disability Insurance 

Company Description
Sun Auto Tire & Service is the leading provider of quality aftermarket automotive repair, maintenance, and tire services in the Southwest. Sun Auto Tire & Service encompasses nearly 200 retail locations throughout the western United States.

Sun Auto Tire and Service

Address

Lexington, KY
USA

Industry

Business