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- Riviera Beach, FL 33410
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Sales Support Specialist II (Team Lead)
TBC Corporation • Riviera Beach, FL
Posted 1 month ago
The Web Support Specialist II is responsible for successfully coordinating and executing the day-to-day business operations of the TBC Contact Center. Responsibilities include meeting and exceeding team KPIs, converting inquiries to transactions, delivering best in class customer support, and effective team building.
The Web Support Specialist II works with the Contact Center Manager to drive the qualitative and quantitative performance results of the retail customer support team. This support team executes multiple functions including selling, product support, customer service, installer network support, and account management. The successful candidate will possess strong leadership skills with the ability to mentor, develop, inspire and drive individual and team results.
This position owns many aspects of support, ranging from incident escalations, associate coaching, team adherence to policy and procedure, improving day-to-day processes, and supporting long-term growth strategies. The ideal candidate is able to effectively multi-task, problem solve, prioritize activities and lead a team.
For 60 years, TBC Corporation (TBC), one of North America’s largest marketers of automotive replacement tires, has been a tire company ahead of the curve. Through worldwide operations spanning wholesale, retail, and franchise, TBC also provides automotive maintenance and repair services with best-in-class brands. TBC meets the needs of consumers in search of total car care at more than 3,200 franchised and company-operated tire and automotive service centers under the brands NTB®, Tire Kingdom®, Merchant's Tire®, Big O Tires® and Midas®. TBC serves wholesale customers in the United States, Canada, Latin America, Mexico and the Middle East through NTW, TBC Brands, TBC Dealer Group, TBC International and TBC de Mexico.
Effectively execute daily processes to insure team goals are achieved
Develop and implement growth strategies
Meet service level goals for incident tracking and resolutions via phone, email, and social media
Prioritize workflow and supervise daily assignments
Train, develop and motivate team members to deliver an effective and exceptional customer experience
Research and resolve escalated incidents
Identify common incidents types and create processes to prevent and/or resolve
Report on and react to performance metric results and trends
Additional duties as assigned by management
2 or 4 year college degree in related field preferred
5+ years tire industry experience and /or operations management
Understanding of ecommerce processes from conversion to fulfillment to customer service
Experience in appointment scheduling and coordination
Effective organization, communication (verbal and written) and interpersonal skills
Effective reasoning, analytical and problem-solving skills
Ability to meet deadlines, prioritize goals and work with minimal direct supervision
Computer proficiency with Word, Excel, PowerPoint and Outlook; ability to acquire new computer skills quickly
Competitive compensation and bonus
401k plan with a company match. Immediate 100% vesting
Comprehensive benefits including medical, dental and vision
Company paid short term disability and employer subsidized long term disability
Company paid life insurance
Discounted tire and automotive services
TBC Corporation is an Equal Opportunity Employer and maintains a Drug-Free Work Environment.