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Mechanical Support Representative

Location: 

Oklahoma City, OK, US, 73120

Req ID: 135203

BASIC PURPOSE: Tire Mechanical Support Representative provides exceptional customer service and Roadside Service dispatch. Mechanical Support Representative will be instrumental in creating an environment of service excellence that transcends service levels commonly experienced in the industry. Fast-paced, high service environment where business is conducted with integrity and in a positive, respectful, and timely manner.

 

MAJOR RESPONSIBILITIES:

  • Provides the highest quality customer experience and exceeds expectations of internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism.
  • Utilize proprietary and non-proprietary software to dispatch, track, and follow up on roadside service calls for Love’s Tire Care customers via retail sales as well as national accounts.
  • Creatively solves customer issues and provides resolutions to the customer’s satisfaction. Escalates issues as needed to the appropriate individuals or departments.
  • Detailed documentation of customer incidents and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner.
  • Follow-up of customer cases and escalations to management, other departments, customers, etc. and posts resolutions to case records.
  • Achieves phone management metrics as determined for Tire Care and Roadside Dispatch Center Representatives.
  • Performs project functions for the team such as support functions, etc.
  • Other duties assigned as needed.

     

    EDUCATION AND EXPERIENCE:

  • Education:
    • HS Diploma or equivalent required
  • Experience:
    • 2-3 years Call Center and Customer Service Experience

       

      SKILLS AND PHYSICAL DEMANDS:

  • Skills:
    • Hard skills: Microsoft Office knowledge, Customer Service Software, and 30+WPM
    • Soft Skills: Excellent verbal and written communication skills, customer focused, ability to learn quickly, strong time management skills, team player, attention to detail, ability to resolve conflicts and diffuse situations, thorough follow-up, and ability to multitask
    • Previous experience with tire care or roadside service is a plus

       

  • Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping
  • Occasional lifting up to 25 pounds
  • Manual dexterity sufficient to operate a computer keyboard and calculator
  • Requires normal range of hearing and vision
  • Shift includes weekends and may include evenings or nights as needed

The Love's Experience

Love’s was founded in 1964 on the values of integrity, customer focus, strong work ethic, innovation and perseverance. We are looking for these in every person we hire. No matter what job you do for Love’s, your commitment to these values will not only continue our legacy of growth, it will also ensure your successful career.


Nearest Major Market: Oklahoma City
Nearest Secondary Market: Oklahoma

Job Segment: Retail Sales, Customer Service Representative, Call Center Representative, Call Center, Retail, Customer Service