Position Identification

Job Title

Technical Service, Call Center Specialist

Function

Technical Services

Reports to

Technical Services Unit Manager

Job Purpose

Hankook Tire’s Technical Services Department works in after-sales service, warranty, and quality related roles. This position is responsible for supervising a call center team in both office and remote roles relating to everything regarding customer service as it pertains to warranty, and tasks related to warranty claim processing. This position provides technical support for internal and external persons including claim handling, problem resolution, and product technical inquiries, warranty inquires, etc., including handling escalated situations. This position helps establish best practices and SOPs for any department process relating to call center operations and claim handling, and ensures aherehence to them. This position is in charge of training new staff, coaching current staff, and managing the performance of the call center staff overall. This position is hybrid in terms of remote working.

Key Accountabilities

§ Lead, train, develop, and motivate call center team to maximize performance; call center staff are responsible for answering questions pertaining to claim handling, problem resolution, warranty inquires, product maintanence, tire inspections, etc., as well as processing claims, including all administrative tasks that come with these responsibilities

§ Provide guidance and support to staff through documented one-on-one sessions to address skill gaps, acknowledge progress, and enhance performance

§ Employee coaching, and regular performance goal setting and reviews

§ Cultivate and sustain a positive, energetic work environment

§ Provide post-sales/technical support services to internal and external staff, including claim inspection, troubleshooting, problem resolution and maintenance of products and services

§ Respond to escalated cases from all levels of customers through all mediums- diagnosing, troubleshooting and resolving

§ Regularly report on department performance

§ Print literature reviews and edits

§ Create and implements process improvements to create greater efficiencies within team operations

§ Hardware/Software issue identification, troubleshooting, and testing

§ Timecard review/approval, time-off request review/approval

§ Any other duties assigned by management

Level of Accountabilities

• Supervisor
• Individual contributor

Core Competencies

• High level of professionalism
• Ability to manage diverse personalities constructively.
• Ability to work effectively in a stressful environment.
• Ability to handle work related pressure.
• Exceptional attention to detail.
• Problem solving and analytical skills
• Ability to multitask effectively.
• Ability to organize and prioritize your workload.
• Ability to work self-directed.
• Top-tier verbal and written communication skills
• Proficiency in MS Office

Qualifications

• High School dipolma or GED required
• 2 years customer service experience require, preferably in a call center environment
• Previous leadership, supervising, or management experience