What are the responsibilities and job description for the Customer Service Specialist position at Sonsio?
Remote- however in office on occasion
$17-$19 hour.
Must be able to commute to Canton MI
Job Description
As a GM Tire Program Specialist (Level 1), your essential job functions will include the following:
- Responding to inbound and outbound calls with car dealerships, distribution centers, and automotive field managers for tire orders and returns. Research and track down hard to locate tires.
- Assisting dealers with a variety of billing concerns, including overages, shortages, incorrect pricing, and delivery disputes. Ensure the accurate processing of orders daily.
- Serving as a liaison between the dealer and manufacturers to resolve ordering, shipping, and billing disputes.
- Responding to customer requests/inquiries within one business day, providing superior customer service, technical related advice, and translating inquiries into opportunities.
- Representing AMI with all GM dealers.
- Manual processing of dealer credits and invoices
- Tire Manufacturer rejection reconciliation
- Basic program questions (requests for bulletins, etc.)
- GM Invoice number requests
- Part number and pricing requests
- OE fitment questions (requires knowledge of replacement requirements, including TPC)
- Tire selection for acceptable replacement tires (requires knowledge of speed and load ratings)
- Price Tape errors/price discrepancies
- Dealer competitive pricing questions
- OE “Bumper to Bumper” warranty Issues
- Aftermarket warranty support
- Tax questions
- Merchandising materials
- Support for Price Match Guarantee online claim process
- Tire manufacturer promotions and rebates
- Evaluating the customer’s needs and determining appropriate actions.
- Contributing to the development and sharing innovative ideas to improve processes and policy to enhance customer experience. Strive for one call resolution with every customer.
- Interacting with other departments to ensure timely responses to customer inquiries and orders.
- Resolving customer concerns and questions as they relate to delivery issues.
- Displaying a professional manner when dealing with internal and external customers.
- Completing administrative documentation required.
- Inputting critical notes to contact center management system.
- Attending all training sessions, as required.
- Willingness to be a backup for other team members.
Other Duties as Assigned
Position Requirements
- Ability to provide customer solutions through general knowledge of products, processes and provides support to the team as needed. Exhibit a strong focus on developing relationships
- Exhibit basic proficiency with diagnostic skills and industry/product knowledge
- Organization
- Customer Service including phone skills
- Communication including emails
- Accuracy and keyboarding skills
- Microsoft Office: With knowledge of Excel (Primarily Tire Specialist Level 2 & Level 3)
Competencies Required
- Detail-oriented
- Customer Focus
- Good communication skills
Physical Job Requirements
- Continuous viewing from and inputting data to a computer screen.
- Sitting for long periods of time.
With a comprehensive lineup of Vehicle Protection plans, Sonsio offers industry-leading Tire Road Hazard Protection, Appearance, Parts & Labor Warranties, Mechanical Advisory, and other critical consumer services. Sonsio Vehicle Protection is committed to innovation and excellent customer service. Since our inception in 1984, Sonsio has been a leader in the automotive industry—serving more than 74,000 dealerships, F&I service providers, manufacturers, insurance companies, parts suppliers, retail chains, and many independent retailers across all 50 states, Canada, and Puerto Rico.
With positions ranging from marketing and sales to product development and customer service, we actively recruit and welcome hardworking, talented, and dedicated individuals who will contribute their time, energy, and brainpower to help us continually improve the products we bring to market and the service we provide to our customers.
Sonsio employees can expect competitive wages and benefits, and a collaborative, team-minded atmosphere that actively supports personal and professional growth.
With positions ranging from marketing and sales to product development and customer service, we actively recruit and welcome hardworking, talented, and dedicated individuals who will contribute their time, energy, and brainpower to help us continually improve the products we bring to market and the service we provide to our customers.
Sonsio employees can expect competitive wages and benefits, and a collaborative, team-minded atmosphere that actively supports personal and professional growth.
Salary : $17 - $19