What are the responsibilities and job description for the Call Center Agent - Fort Smith, AR position at Goodyear?
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We are a service and retreading market leader with over 200 Commercial Tire Centers and Truck Care Centers located across the United States. We have the unique ability to service the largest nationwide commercial fleets while also providing friendly hometown service to regional and local fleets. Our mission statement is 'SERVICE EXCELLENCE – ALWAYS'. Goodyear Commercial Tire & Service Centers (CTSC) are owned by Goodyear — which makes them uniquely qualified to offer you trusted tires, reliable services and powerful management tools to help you lower your operating costs. It's all part of Goodyear's Total Solution for commercial and off-the-road fleets.
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General Description:
As a Call Center Agent, you will work at the Fort Smith, AR Goodyear Fleet HQ Call Center providing service assistance to the commercial trucking industry. You will be helping Truckers who need road side assistance to get back up and running as quickly as possible. We encourage you to allow us to invest in your success as you invest in ours; apply today!
Responsibilities will include, but not be limited to:
- Intake and dispatch emergency road service calls according to call center processes and performance expectation.
- Monitor cue for incoming web submitted service call requests.
- Conduct intake calls for roadside assistance.
- Review customer service preferences from company database.
- Understand & communicate National Account service details.
- Resolve issues related to emergency road service calls.
- Monitor dispatched calls and obtain completion times.
- Ensure detailed call information is captured in computer system and relayed to the service provider.
- Partner with your Supervisor to meet objectives as provided, including quality, efficiency and attendance scores.
- Work with the training team to complete ongoing training focused on providing excellent Customer Service.
- Maintain legal compliance through strict adherence to policies and procedures.
Basic Qualifications:
- Must be at least 18 years of age
- No relocation is being offered for this position
- Candidates must be legally authorized to work in the U.S. without company sponsorship now or in the future
Preferred Qualifications:
- High School Diploma or GED
- Experience with computers, including Microsoft Office, Windows, and related programs.
- Previous customer service experience.
- Previous call center experience in a fast-paced customer service environment.
- Experience in resolving customer complaints and complex customer issues.
- Ability to speak Spanish or French is desired.
Position Criteria:
- Strong work ethic; independently motivated to produce results with limited influence from others
- Hard worker, someone who works diligently to get tasks done and demonstrates personal characteristics, such as responsibility, dependability, conscientiousness, communication, and teamwork
- Ability to review, analyze, and interpret information, identify problems, and make decisions
- Ability to read, understand, and follow procedures and guidelines
- Commitment to following established safety policies and procedures.a
