Consumer Relations Representative 1 at Goodyear Tire & Rubber

Ohio, Illinois, United States

Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, Tires, ManufacturingIndustries

High School Degree or equivalent required
Four-year Secondary (College/University) Degree and/or ASE (Auto Service Excellence) certification preferred
1-2 years of previous contact center experience or related experience preferred
Effective problem solving
Strong communication skills
Working knowledge of contact center metrics, hardware, software & telephony preferred

Handle incoming consumer/customer phone calls & surface mail
Stay current with all Goodyear, Dunlop & Kelley products & services
Respond to email inquiries received through all Goodyear, Kelly, Dunlop web sites
Meet/exceed established Consumer Relations quality assurance guidelines
Meet/exceed established customer satisfaction survey score standards
Provide feedback on customer/Consumer contacts such as unusual spikes related to product & service performance
Complete accurate contact documentation
Complete all assigned Goodyear, Dunlop & Kelly training
Authority to request refunds/future rebates to customer/consumers up to $500 ensuring compliance with Sarbanes/Oxley requirements
Resolve incoming customer issues following established guidelines, ensuring consistency and quality
Recognize and appropriately manage issues that may have legal or media implications, adhering to Goodyear’s Consumer Relations protocols