Customer Service Representative (Michelin)

Department: Call Center

Employment Type: Full Time

Location: Milan, IL (4905)

Reporting To: Angela Kelley

Responsibilities

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support.
• Provide prompt, courteous, and accurate responses to meet their needs.
• Listen actively to customer concerns, identify the root cause of issues, and work diligently to resolve problems to the customer's satisfaction.
• Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively.
• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism.
• Tailor responses to meet the unique needs and preferences of each customer.
• Maintain a thorough understanding of the company's products, services, features, pricing, and promotions; continuously update knowledge through training, documentation review, and communication with internal teams.
• Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information; follow established procedures for order entry, verification, and fulfillment.
• Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases; generate reports or summaries as required to track performance metrics, trends, and customer feedback.
• Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation; communicate effectively with team members to coordinate efforts and provide seamless support.
• Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience; provide feedback and suggestions for optimizing workflows, tools, or training programs.

Qualifications

• High School Diploma
• Remote location requires a minimum of 100‑megabyte internet speed.
• Basic customer service and phone handling experience.
• Strong verbal communication skills, with the ability to convey information clearly, concisely, and professionally.
• Active listening skills and the ability to empathize with customers while remaining calm and composed under pressure.
• Excellent problem‑solving abilities and a willingness to take ownership of customer issues until a resolution is achieved.
• Familiarity with basic computer applications and proficiency in typing and data entry.
• Adaptability to work in a demanding environment with shifting priorities and a diverse customer base.
• Commitment to maintaining confidentiality, integrity, and professionalism in handling customer interactions and sensitive information.
• Ability to work a set schedule with the flexibility to work extra hours or a modified work schedule to meet business needs.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) Plan with Company Match
• Generous Paid Time Off
• 10.5 Paid Holidays
• Career Development Opportunities

Pay

$16.00 per hour

Schedule

Full‑time position with a set schedule; flexibility to work extra hours or a modified schedule as needed.