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Resolve customer inquiries and complaints via phone, email, and mail to drive brand loyalty and repurchase intent. Provide business intelligence by documenting customer feedback and identifying product performance trends.
As a Consumer Relations Specialist at Goodyear, you will resolve customer issues while delivering a best-in-class experience that drives loyalty and repurchase intent. You will handle inquiries and complaints following established guidelines to ensure consistency and quality in every interaction. Additionally, you will identify and appropriately manage cases with potential legal or media implications, adhering to Consumer Relations protocols.
Why This Role Matters
Drives customer loyalty and repurchase intent by delivering consistent, high-quality resolution to consumer issues.
Provides critical customer insights and feedback to the business, helping improve products, services, and overall customer experience.
What You Will Do
Customer Service: 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.
Quality Assurance: Meet/exceed established Consumer Relations quality assurance guidelines. Meet/exceed established customer satisfaction survey score standards.
Business Intelligence: Provide feedback on customer/Consumer contacts such as unusual spikes related to product & service performance. Complete accurate contact documentation.
Training: Complete all assigned Goodyear, Dunlop & Kelly training
Program Compliance: Authority to request refunds/future rebates to customer/consumers up to $500 ensuring compliance with Sarbanes/Oxley requirements
What We Are Looking for
High School Degree or equivalent.
1-2 years of previous contact center experience or related experience is preferred.
Effective problem solving and communication skills.
Working knowledge of contact center metrics, hardware, software & telephony is preferred.
#LI-SM1
Goodyear is one of the world's largest tire companies. It employs about 63,000 people and manufactures its products in 49 facilities in 19 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate
If you need reasonable accommodation to complete the online application, or any other part of the employment process, please contact the Goodyear Candidate Care Line at 330.796.4500.
Goodyear is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.
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