Consumer Relations Representative 1

About the Role

As a Consumer Relations Specialist at Goodyear, you will resolve customer issues while delivering a best-in-class experience that drives loyalty and repurchase intent. You will handle inquiries and complaints following established guidelines to ensure consistency and quality in every interaction. Additionally, you will identify and appropriately manage cases with potential legal or media implications, adhering to Consumer Relations protocols.

Why This Role Matters

• Drives customer loyalty and repurchase intent by delivering consistent, high-quality resolution to consumer issues.
• Provides critical customer insights and feedback to the business, helping improve products, services, and overall customer experience.

Responsibilities

• Handle incoming consumer/customer phone calls and surface mail.
• Stay current with all Goodyear, Dunlop, and Kelly products and services.
• Respond to email inquiries received through all Goodyear, Kelly, and Dunlop websites.
• Meet/exceed established Consumer Relations quality assurance guidelines.
• Meet/exceed established customer satisfaction survey score standards.
• Provide feedback on customer/consumer contacts, such as unusual spikes related to product and service performance.
• Complete accurate contact documentation.
• Complete all assigned Goodyear, Dunlop, and Kelly training.
• Authority to request refunds/future rebates to customers/consumers up to $500, ensuring compliance with Sarbanes-Oxley requirements.

Qualifications

• High School Degree or equivalent.
• 1-2 years of previous contact center experience or related experience is preferred.
• Effective problem-solving and communication skills.
• Working knowledge of contact center metrics, hardware, software, and telephony is preferred.

Goodyear is one of the world's largest tire companies, employing about 63,000 people and manufacturing its products in 48 facilities in 19 countries. Its Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services. For more information, visit www.goodyear.com/corporate.