Customer Engagement Specialist

Overview

Job Overview:

The Customer Engagement Specialist (CES) is often the customer’s first contact into a Sun Auto Tire & Service location. It is the CES’s responsibility to utilize their talents and experience to engage, listen, educate, and identify customer needs and help customers make buying decision. The goal is to provide a positive and brand aligned response - exciting the customer to quickly visit a Sun Auto Tire & Service location for their service needs or providing retention resolution to protect our customer relationship and likelihood to recommend our brand.

Key Responsibilities:

Positively represent the Sun Auto Tire & Service brands through customer interactions through phone, web chat, and social interactionsEffectively educate and schedule the customer an appointment to visit a Sun Auto Tire & Service location when appropriate – provide a timely response to customer maintenance and retention requestsCorrectly maintain customer records within operating systems and customer relationship management toolsProject a positive and helpful attitude reflecting professional communication and composureBe accountable to vision, values, and goals – motivated to meet and exceed targetsFocus and passion for Sun Auto & Tire services and products

Duties:

Brand advocate for increasing customer appointments, estimates, and invoices (customer acquisition)Provide general question and answer to Sun Auto Tire & Service location phone calls, chatCollaborate with business partners on customer escalation and resolution (customer review retention)This position is remote

Ideal candidates possess these attributes:

• Experience in a sales related role, helping customers decide on products or services
• Experience with InContact, Zendesk, Podium or similar
• Comfortable in a fast-paced, multiple activities happening at once environment
• Team focused and goal oriented
• 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:

• 1-2 years of relevant work experience in sales, marketing, and/or customer service/support
• Track record of good tenure
• Experienced with telephony and CRM software solutions
• Experienced with Microsoft Office and applications – Word, Outlook, Power Point

Preferred Qualifications:

• High school diploma or equivalent
• Bachelor’s degree desired
• Remote work experience desired
• Bilingual a plus

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

Sun Auto Tire and Auto provides equal opportunities to all employees and applicants for employment without regard to race, sex, color, religion, age, national origin, citizenship, marital status, disability, veteran status, genetic information, sexual orientation, gender identity. We will not discriminate in any employment decision against any individual on the basis of race, sex, color, religion, age, national origin, citizenship, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

#LI-PIN

#LI-REMOTE