Location: Remote Opportunity
Sponsorship Available: No
Handle/resolve incoming Consumer/Customer issues in the best interest of the Goodyear Tire & Rubber Company.
Create best in class consumer experience to influence repurchase intent.
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Utilize established Consumer Relations guidelines related to resolving inquiries, issues & complaints.Recognize potential legal/media issues & handle according to established Consumer Relations guidelines.
Primary Responsibilities
- 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
Required Education and Experience
- 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 is preferred.
- Bilingual – English and French
Skills and Abilities
- Effective problem solving.
- Strong communication skills.
- Working knowledge of contact center metrics, hardware, software & telephony is preferred.
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Goodyear is one of the world’s largest tire companies. It employs about 64,000 people and manufactures its products in 47 facilities in 21 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.
Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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.
Click here for more information about Equal Employment Opportunity laws, and here for additional supplementary information.
