Digital Service Representative

  • Company:
    Fountain Tire
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
  • Posted:
    3 months ago
  • Category:
    Customer Service

Fountain Tireis looking forseveral Temporary Part-TimeDigital Service Representativesto joinour Customer Service team located in our South Edmonton Corporate Head Office.The duration of this position is from October 1, 2018 – March 29, 2019 with 16-28 hours per week, Monday thru Sunday during the hours of 7am-11pm. Why work for Fountain Tire?We are one of Alberta”s Top 70 Employers for 2017 and 2018We are a Platinum Member of Canada’s Best Managed CompaniesWe are one of the 10 largest independent tire dealers in North America, and recipient of many Customer Service and Best Business AwardsWe continually strive to expand our operations in existing markets, as well as new markets and currently, we have over 160 stores from BC through OntarioDiscounts for you and your family on tires, parts and services at all Fountain Tire locationsDigital Service Representative’s provide high quality and consistent customer service to external customers in order to drive sales and improve customer experience, satisfaction and loyalty thru Fountain Tire online channels. Duties and responsibilities include:Order entry of external Customers service appointment bookings from the Fountain Tire website, adhering to Service Level Response time.Coordinate online service appointment scheduling with Fountain Tire stores and external customers.Provide product knowledge, pricing and tire quotes thru Fountain Tire’s digital channels (i.e. online chat, service appointments & two-way texting), adhering to Service Level Response time.Provide direct support through email, phone calls, chat and texting.Review and action Service Recovery Program tickets and then communicating with external customers on problem resolution, timelines and escalation path.Identify issues and opportunities for improvement in personnel, process or technology; take action and escalate roadblocks as required to drive constant improvement.Listen for, and convey assortment pricing and product issues to the Product and Pricing team.Documenting Fountain Tire online channel processes. Liaise with other company business units to ensure achievement of sales objectives. Other related duties as required to support the Fountain Tire store network.The necessary experience, knowledge, skills and abilities required in the role:Completion of High School Diploma and three to five years of customer service experience. A combination of education and experience may be considered. Experience with mechanical or tire industry would be considered a strong asset.Experience in a call center and/or online chat environment.Ability to collaborate with store personnel A high degree of customer focus and strong attention to detail. Proven ability to work with patience and courtesy in customer relations.Excellent communication skills (written and verbal).Extensive proven technical abilities/problem solving skills.A strong belief and understanding of being a team player in an enterprise environment.Time management and organizational skills. Typing proficiency of at least 50 words per minute.Proficiency with Microsoft Office software.Basic knowledge of automotive care terminology.Interested and qualified candidates are encouraged to apply on-line. In office resumes will be accepted by reception only.