Customer Care Specialist

## Customer Care Specialist Apply locations:
IPG Office time type:
Full time posted on:
Posted 2 Days Agojob requisition :
R35708

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies.
** Position

Description:

** The Customer Care Specialist provides exceptional support for customers, resolving complex customer issues with accuracy and efficiency. This role supports a specific group of customers expecting personalized service and handles tier 2 and tier 3 escalations.
This job is fully on site at the following location:  38E Fieldstone Village Drive   Rock Springs, GA 30739     Monday-Friday  8am-5pm     $23/hr.  
** Key Responsibilities
*** Build relationships with customers to understand their business and provide effective solutions.
* Collaborate with DOS, market teams, and Financial Services to quickly resolve customer escalations.
* Communicate escalated customer concerns to all levels of the sales team until resolved.
* Coordinate bulk order entry with the CS team and follow up with customers.
* Ensure proactive outreach to customers affected by route delays through coordination with the CS team.
* Handle tier 2/3 escalations unresolved by the CSR team, including: price changes, terms updates; credit/rebills, and credit card approvals.
* Identify and communicate trends to leadership.
* Proactively address potential account issues with customers.
* Provide exceptional support for customers requiring specialized assistance, through phone calls and emails.
** Competencies
* ** Action-Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
* Balances Stakeholders - Anticipating and balancing the needs of multiple stakeholders.
* Builds Customer Loyalty - Ability to make every customer interaction positive;
Balances appropriate focus on tasks and service, Collaborates with team members to best serve customers, Demonstrates respect for the customer, Describes impact of customer experience, Empathizes with customers, Explains customer experience and related loyalty metrics, Focuses on simplicity when addressing the customer, Identifies important interaction points with customers, Leverages available resources to meet customer needs, Provides solutions to the customers' problems, Recognizes importance of customer loyalty, Services diverse customers, Takes responsibility for addressing customer concerns
* Builds Rapport - Quickly and effectively establishes trust within the buying centers in the client's organization.
* Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
* Customer-Focused Approach - Keeps customer at center of sale~Collaborates with customers~Elevates partner insights~Uses common terminology
* Decision Quality - Making good and timely decisions that keep the organization moving forward.
* In-Depth Questioning - Seeks to understand the client's situation~Explores client problems and solutions~Differentiates between complaining and a desire for action
* Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
* Manages Resistance - Responds to client concerns~Seeks understanding before responding~Addresses objections~Follows up after resolution
* Navigates Customer Challenges - Listens nondefensively to angry/upset customers~Defuses customer tension~Explains and addresses customer issues~Offers appropriate goodwill gestures~Keeps promises made to the customer~Prepares for commonly encountered customer challenges~Assists multiple customers simultaneously
* Nimble Learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
* Plans & Aligns - Planning and prioritizing work to…