Now Hiring - Coker Tire - Customer Service Representative/Inside Sales in Chattanooga, TN

This position is the front line in Customer Service and Sales; handling inbound calls, technical inquiries, and returns in a customer-service centric and professional manner. This position operates in a professional office environment routinely using standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position also requires working outdoors and travel in an 18 wheeler or fifth wheeler to car and trade shows. Lifting and physical labor while in the office to assist with walk in customers and while on the road and at car shows are common.

Operating hours while in office: Monday-Friday 11am-8pm; rotating Saturday 8am-noon

Essential Functions

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  Receive inbound sales calls and assist customers with product selection
• Support CSR with Customer Service, Sales, and Technical question escalation
• Maintain relationships with existing customers and create relationships with new ones

• Attend a minimum of 8-10 Events and car shows per year assist with set-up requirements and staffing needs for the show.

• Process orders for products received by telephone, fax, in-person, or via online tools (web chat) in a timely and efficient manner
• Provide timely and accurate information to customers regarding order status and product knowledge requests
• Assist with new hire training as well as ongoing training
• Provide one call resolution for customer service issues, including technical and returns
• Grow and Service key customer accounts
• Make outbound calls as needed
• Support Sales and call reports using basic Excel skills
• Must be physically able to lift up to 50lbs
• Assist with designated digital customer channels, such as forums, for escalated customer or product issues

• Perform call quality audits on orders as well as call scores for phone reps
• Provide technical + fitment recommendations to customers using internal and external information and resources
• Warranty and claims evaluation, processing
• Other duties assigned by Management

Key skills and competencies of the position include, but are not limited to:

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  Ability understand and take direction to achieve a common goal
• Proficiency with Computers, Microsoft Office, Excel, Web Query and Epicor P21
• Effective written and verbal communication skills
• Strong attention to detail and follow-up skills
• Excellent organizational skills
• Customer Centric service skills and ability to remain calm and composed during difficult customers and situations
• Hands-on, “in the trenches” style with a strong work ethic, high level of energy and enthusiasm
• Exceptional knowledge of our products, procedures, and order system
• High level of vehicle fitment, market, wheel, and tire proficiency including technical aspects

Physical Demands

The individual in this position will spend several hours sitting and using office equipment and computers, which can cause muscle strain. Must be able to physically lift up to 50 lbs to assist at car shows or with walk-in customers. Must be able to use ladder for show installations and setup.

Schedule and Availability

Ability to work hours of 9AM to 6PM EST weekdays or 11AM to 8PM and occasiaonally 8-12 on Saturday. Must be able to work extra days or extended hours for car shows if needed.

Travel

Typically of 8-10 car shows per year, after sufficient training and tenure

Qualifications, Education and Experience

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  Detailed knowledge of tire, wheel, and other automotive technical information
• Minimum one year as a CSR or similar automotive experience
• One year minimum call center/customer service experience with tire sales preferred
• Reporting capability in Prophet 21 and Web Query
• Basic Excel competencies
• Ability to coach, train, and lead others that are learning
• High School diploma/graduation
• Post high school education preferred
• Ability to lift up to 50 pounds