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Company Contact Info
- Riviera Beach, FL 33410
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Contact Center Sales Support Representative
TBC Corporation • Riviera Beach, FL
Posted 1 month ago
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The Contact Center Sales Support Representative is primarily tasked with supporting multi-channel sales initiatives. This includes sourcing product, e-commerce, and phone interactions. The Contact Center Sales Support Representative will work closely with the call center Supervisors, Team Leads and Operations Manager to ensure consistency in meeting and exceeding performance metrics and service expectations.
The Contact Center Sales Support Representative is responsible for the execution of the contact center processes; including prioritizing customer needs, order processing, order follow-ups, collecting inbound sales leads and other web support and sales related tasks as assigned.
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.
Professionally handle incoming customer inquiries
Professionally respond to or appropriately escalate inbound email inquiries
Thoroughly and efficiently gather details needed to fulfill customer needs
Maintain a balance between company policy and customer benefit in decision making
Build and maintain effective relationships with customers and store associates
Focused on meeting and exceeding team and individual performance metrics to drive results
Supports phone queues during peak times, or as needed, to ensure service levels are achieved
Reviews team and individual metrics, service levels and other performance indicators and executes on actions to improve performance
Minimum of 1-2 years of experience in high volume fast paced contact center with chat experience and / or e-commerce hub
Ability to communicate effectively in writing with proper grammar, spelling and punctuation
Ability to type at least 45 WPM
Must be responsive to customer needs, possess a passion for quality, and have a history of strong results
Must have customer service experience and demonstrate strong customer service skills
Must have a highly developed sense of integrity and commitment to customer satisfaction
Strong affinity or in depth knowledge of the automotive field preferred
Strong negotiation, interpersonal, written and oral communications skills
Must have advanced computer skills (MS Word, Excel, and Outlook)
An understanding of call center metrics and technologies is preferred
Willingness to work a flexible schedule to include weekends, possible holidays and occasional overtime when needed
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.