NTW Customer Service Representative II

Compensation Data

NA

Company Overview

With $5 billion in revenue and 3,500+ employees in the U.S. and Mexico, TBC Corporation is a leader in the mobility industry and one of North America’s largest marketers of automotive replacement tires through wholesale and franchise operations. TBC serves wholesale customers in the United States, Canada and Mexico through TBC Brands, NTW, TBC International, and TBC de Mexico. Additionally, TBC responds to the needs of consumers in search of total car care at more than 465 franchised tire and automotive service centers under Big O Tires®. TBC is headquartered in Palm Beach Gardens, Florida.

TBC markets on a wholesale basis to regional tire chains and distributors serving independent tire dealers throughout the US, Canada, and Mexico. TBC has 20 proprietary brands of tires specializing in passenger, commercial, farm and specialty tires. In 2005, TBC Corp. was purchased by Sumitomo Corporation of America (SCOA). SCOA is the largest subsidiary of Sumitomo Corporation, one of Japan’s major integrated trading and investment business enterprises. In 2018 Michelin, the largest tire manufacturer in Europe, invested in the company which is now a 50:50, privately held joint venture between Sumitomo and Michelin.

Our values are the foundation of our work, how we interact with each other, and the strategies we employ to fulfill our purpose. These are the practices we use every day – in everything we do:

• Integrity - We act honestly because nothing is more important than our reputation.

• Teamwork - We are better together.
• People-Focused - We put people first – our Associates, customers, franchisees, and partners – and cultivate a respectful, collaborative, and inclusive culture, top to bottom, inside and out.
• Accountability - We own our actions and decisions; we do what we say we are going to do.
• Leave Everything Better - We innovate to improve everything we touch, and we take actions now to protect the future.

Description

The NTW Customer Service Team represents TBC’s commitment to the customer experience by putting our customers first. Our Customer Service Representatives are oftentimes the first contact with the company. Our CSR’s must have the ability to think quickly to resolve any immediate issues, provide accurate information about our products and services, all while cultivating rapport to keep our customer’s coming back to NTW for all their future tire needs. Our CSR team is expected to maintain a positive and professional demeanor for both customers and internal contacts.

The NTW Customer Service Representative 2 reports to the Customer Service Manager and is a required progression for the Customer Service team. The CSR 2 will progress their career in the customer service team by developing and fine-tuning their customer support skills. This position will have mentoring opportunities under the guidance of the Customer Service Representative 3, Customer Service Lead and Customer Service Manager to increase their potential for future advancement.

In this position, the ideal candidate will foster crucial relationships with NTW customers by recognizing the distinct characteristics of each market to build rapport. The CSR 2 will develop a deep understanding of the necessary processes used by the customer service team to make successful, lasting relationships with both external and internal partners and customers.

Job Responsibilities

• Professionally and efficiently handle all inbound customer inquiries and requests
• Complete transfers between DC locations to assist customers with getting product as requested by customers
• Provide customers with product quotes and utilizes up-sell techniques when appropriate
• Follow up with customer inquiries and issues that require extra resolution options while maintaining a focus on one-call resolution goals
• Resolve customer inquiries with minimal input from management
• Develop strong customer relationships through high quality interactions
• Focus on meeting and exceeding team and individual performance metrics such as efficiency and call quality standards
• Development of de-escalation techniques that will require less input from Customer Service Lead and management
• Development and recognition of the distinct characteristics of each regional market, crucial for tailoring unique interactions with customers
• Other duties as assigned 

Additional Responsibilities

Qualifications

• High School diploma or equivalent
• Minimum of 1 Year in CSR 1 postion for internal applicants or minimum of 2 years equivalent experience in both customer service and auto industry for external applicants
• Must have demonstrated strong proficiency in business software including Microsoft office; Word, Excel, and Outlook. Plus Cisco, CX One, SAP, and internal online ordering systems for internal applicants
• Internal candidates must not have any disciplinary actions and have consistently hit all performance metrics
• Strong organizational abilities
• Strong interpersonal written and oral communication skills
• Strong problem solving capabilities
• Must have sufficient, high-speed internet connectivity
• Must have access to quiet, isolated workspace with minimal background noise or distractions
• Willingness to work a schedule consisting of weekends, possible holidays, and occasional overtime based on business needs
• Bilingual language skills in Spanish / English are a plus 

This is a remote position. Candidates for this position need to be located in PT or MST time zone.

Benefits

• Market competitive compensation
• 401(k) and Roth with 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 purchasing
• Tuition reimbursement
• Employee assistance program
• Generous paid vacation and paid time off
• Customizable voluntary benefits
• and More!!!

Mission Critical Competencies

TBC seeks team members who excel in demonstrating our critical competencies to drive organizational capability. In this spirit we view the following as mission critical for this role:

• Strategic Mindset: seeing ahead to future possibilities and translating them into breakthrough strategies.
• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Cultivates Innovation: Creating new and better ways for the organization to be successful.
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
• Develops Talent: Developing people to meet both their career goals and the organization's goals.
• Ensures Accountability: Holding self and others accountable to meet commitments.
• Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Change Management: effective Sponsorship, Change Agent and influencing skills. Adaptive, agile, flexible, open minded. Proven ability to build cross-functional commitment, lead, simplify and scale complex dynamic organizations through transformational change.