Customer Relations Representative

Role Description

The Customer Relations Team plays a vital role in ensuring superior customer support. This team handles customer feedback through various channels, including phone, email, and social media platforms. Each piece of feedback is documented within our case management system and promptly escalated to the appropriate store, zone, and regional management levels, guaranteeing timely resolutions for our valued customers.

Responsibilities

CustomerFeedback

• Manage diverse customer service inquiries with courtesy and professionalism, aiming to gather essential information to effectively create and escalate customer service cases.
• Employ active listening techniques to discern and address customer needs and concerns accurately.
• Thoroughly document case details, encompassing customer and invoice information, to ensure comprehensive and pertinent records.
• Research and resolve customer problems, acting as the liaison between the customer and appropriate stakeholders.
• Engage customers with warm, empathetic communication to promote overall satisfaction.
• Serve as vocal and written representatives of the Kal Tire brand, embodying its values and AIMS.

Store and Customer Relations

• Facilitate communication between customers and store operations management.
• Identify customer requirements and provide appropriate solutions.
• Respond promptly to all online communications with a courteous and professional tone.
• Keep a vigilant eye on Kal Tire's public posts and all associated activities.
• Thoroughly document case details, encompassing customer and invoice information, to ensure comprehensive and pertinent records.

Product / Service Promotion

• Possess up-to-date knowledge of all ongoing offers and promotions.
• Demonstrate proficiency in navigating the Kal Tire website and using the point-of-sale system.
• Exhibit a foundational understanding of automotive and tire basics.

Special Projects

• Participate in special projects such as Price Audits, Mystery Shopper, and Team Members Purchase Program.
• Additional responsibilities may be assigned as needed.

Job Requirements

Work Experience

• Preferred: 1 year of experience in retail or call center roles.

Knowledge, Skills, and Abilities

• Customer-Centric: Demonstrates a strong focus on customer needs, displaying adaptability and responsiveness in addressing diverse customer inquiries.
• Effective Communication: Possesses excellent written and verbal communication skills.
• Mastering Multiple Tasks: Proficient in multitasking to efficiently manage various responsibilities.
• Collaboration and Independence: Capable of working effectively and independently as part of a team.
• Technical Proficiency: Exhibits a solid aptitude for technical tasks and problem-solving.

Education

• High school or GED Equivalent.
• Specialized courses in social media are preferred.

Special Requirements

• Understanding of Kal Tire priorities and escalation processes
• Demonstrated flexibility in scheduling, encompassing early mornings and weekends to ensure comprehensive operational coverage.
• Proficiency in stepping in for colleagues during sick leave or vacation periods as needed
• A strong internet connection is required to work from home (all our systems are internet-based).

Negotiable Requirements

• Prior Call Center and Retail Expertise.
• Proficiency in Mechanical Fundamentals or General Mechanical Aptitude.
• Familiarity with Kal Tire Store Operations or Kal Tire Store Background.

What we offer

• This position pays $20/hr. We offer a clear path for career advancement with wage increases along the way.
• Employee Assistance Program
• Flexible hybrid work policy
• Positive work culture, opportunities for growth and development, and work-life balance.
• Opportunities for professional development include training programs, mentorship, and tuition reimbursement.

Candidates must be legally eligible to work for any Canadian employers to be considered for this position at this time.