Customer Care Specialist I 9-6

About the role

The Customer Care Specialist I serves as a key point of contact for Tire Rack customers by delivering exceptional service through phone, email, and chat communications. This role is responsible for providing accurate information regarding products, orders, policies, and procedures while resolving customer concerns in a professional and timely manner. The ideal candidate is customer-focused, detail-oriented, and committed to creating a positive customer experience. This position requires strong communication skills, problem-solving abilities, and the capacity to effectively manage multiple tasks in a fast-paced environment.

Responsibilities

• Respond to incoming customer calls, emails, and chat inquiries in a professional and timely manner.
• Provide accurate information regarding products, orders, policies, and procedures.
• Handle customer service experience calls and follow-up communications.
• Document customer interactions thoroughly and accurately within the AS400 system.
• Resolve routine customer service concerns while maintaining a positive customer experience.
• Process replacement orders, returns, exchanges, and refunds in accordance with company policies and procedures.
• Escalate complex issues when appropriate to ensure prompt resolution.
• Process and release basic e-commerce order follow-up requests.
• Cook up with internal departments to ensure seamless customer support and issue resolution.
• Support other teams and departments as business needs require.
• Contribute to overall customer satisfaction and operational efficiency.

Qualifications

• Minimum of 1 year of customer service experience, preferably in a call center, retail, or e-commerce environment.
• Working knowledge of Microsoft Office applications.
• Strong customer service orientation and commitment to delivering positive experiences.
• Excellent verbal and written communication skills.
• Effective active listening, problem-solving, and conflict-resolution abilities.
• Strong attention to detail and organizational skills.
• Able to manage multiple priorities and work efficiently in a fast-paced environment.
• Able to quickly learn new processes, systems, and software applications.
• Demonstrated initiative and willingness to learn.

Schedule

• Work Days: Monday through Friday
• Occasional Saturdays and Sundays may be required based on business needs.
• Work Hours: Regular schedule 9:00 a.m. - 6:00 p.m.
• Additional hours may be required as business needs dictate.