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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

Job Snapshot

Other Great Industries

Job Description


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.  

Company Overview

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.

Job Responsibilites

  • 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

  • Tuition reimbursement

  • 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

  • And more!

TBC Corporation is an Equal Opportunity Employer and maintains a Drug-Free Work Environment.

Job ID: 3246
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