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.

This role drives customer loyalty and repurchase intent by delivering consistent, high-quality resolution to consumer issues. It also 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 Kelley products and services
• Respond to email inquiries received through all Goodyear, Kelly, and Dunlop websites
• Meet or exceed established Consumer Relations quality assurance guidelines
• Meet or 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
• Request refunds or future rebates to customers/consumers up to $500, ensuring compliance with Sarbanes/Oxley requirements

Requirements

• 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

About the company

Goodyear is one of the world's largest tire companies, employing about 63,000 people and manufacturing its products in 49 facilities in 19 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry.