Live Chat Agent

General Description:
Under immediate guidance, assists customers in finalizing the purchase process for tires, wheels
and accessories.

Essential Duties and Responsibilities:

• Develops and maintains customer relationships utilizing basic Customer Experience Strategy (CES) concepts; engages customers in a friendly and professional manner to build trust and respect; delivers the "Unexpected Discount Tire Experience".
• Provides answers to basic customer inquiries; troubleshoots and diagnoses technical/ product issues; escalates complex inquiries to Sales Specialist.
• Determines customer needs and expectations; empowers customer with the knowledge and tools necessary to "Select the Right Tire" for their needs and budget while ensuring that "Our first consideration is the Safety of the Customer".
• Validates product requirements such as sizing, fitment and safety standards; ensures product recommendations align with industry & company safety standards.
• Entrusted to provide customers special pricing, rebates, discounts or adjustments in order to resolve issues and achieve highest level of customer satisfaction.
• Assist customers in navigation through the Treadwell, BOPIS, and Pit Stop Experience Offers Refund or Replacement certificate for tire purchases.
• Meets business defined Key Performance Indicators (KPIs).
• Follows up on "Found it Lower? Let us know!" inquiries; communicates Company's lowest price offer with customers to win back business and finalize purchase.
• Assists employees or customer by answering questions related to Discount Tire / Discount Tire Direct processes, procedures and services.
• Completes work in a timely and accurate manner while providing exceptional customer service.
• Other duties as assigned.

Qualifications:

• Ability to communicate with customers via written communication is necessary.
• One year sales related experience is preferred. Automotive, Tire industry or Discount Tire store experience is a plus.
• Basic understanding of products and services the Company offers is necessary.
• Basic understanding of CES lead action concepts. Ability to build professional relationships with customers and cross functional teams. Must demonstrate strong attention to detail and data accuracy.
• This position requires excellent verbal and written communication skills; including attentive and active listening to identify and address the customer's needs.
• Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential. Basic level computer experience, including skills in Microsoft Word and Excel, is necessary.
• The ability to work successfully independently and within a team is necessary.
• The ability to work efficiently under pressure, accurately meet deadlines, present a professional demeanor and work well independently is essential.
• In addition, organizational and problem solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.

Educational Requirements:
This position requires a high school diploma or GED.

Work Days:
Normal work days are Monday through Saturday. Overtime may be necessary.

Work Hours:
Normal work hours are between 5:00 a.m. to 6:00 p.m. Monday through Friday and 5:00 a.m. to 5:00 p.m. on Saturday. Scheduled shifts are based on business needs. Overtime (more than forty hours per week) may be necessary. Schedules are subject to change.

Discount Tire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.