Support Specialist (Remote)

About SimpleTire

SimpleTire is a B2B technology-enabled platform that connects all the participants in the tire industry to drive better consumer experience and improve efficiencies. Manufacturers, distributors, tire installers, national retailers, clubs and fleets all engage on the SimpleTire platform to help deliver an improved experience to the online consumer - all the way from researching to buying to installing tires. Proprietary technology, actionable data insights and unique talent all relentlessly focus on reinventing tire replacement to make it "way simple, way better." The company's business model links tire manufacturers, tire distributors, national retailers, and 20,000+ installation partners across the country into one seamless e-commerce network, providing consumers access to an unparalleled inventory of tires from hundreds of brands and an all-in-one tire replacement experience. SimpleTire sells tires in all categories, including Passenger, Light truck, Commercial, Agriculture, OTR, Industrial, ATV, Antique, and various specialties. Three primary sales channels include:  1. Direct to Consumer business led by our flagship site (simpletire.com),  2. B2B channel servicing national retailers and clubs, and  3. Fleets and special programs with installers and distributorsOne of the fastest-growing companies in the tire industry, SimpleTire has been recognized as the best place to work for 2 years in a row. It is our commitment to creating an inclusive and highly collaborative work environment that facilitates the sharing of new ideas. A special family-like culture that celebrates diversity and brings together experts in technology and the tire industry in an agile, fast-paced environment filled with innovation. SimpleTire partnered with Dealer Tire in 2018 and has grown more than 3x since then. SimpleTire currently operates as part of the Dealer Tire Family of Companies.For more information, please visit: www.simpletire.com.About Dealer TireDealer Tire was formed out of a family business that was founded in 1999 by the then owners of the former Mueller Tire & Brake, a Cleveland-based retail chain founded in 1918. Today, Dealer Tire’s core business manages replacement tire and parts programs for more than 20 automotive OEMs in the U.S. and China. It serves more than 8,000 automotive dealerships from nearly 40 distribution centers across the U.S. Dealer Tire’s enterprise also includes leaders across the automotive reconditioning, ecommerce and vehicle protection & warranty industry segments through its family of companies. In October 2018, Dealer Tire announced a significant investment in the Company by Bain Capital Private Equity. For more information about Dealer Tire, visit www.dealertire.com.About Bain Capital Private EquityBain Capital Private Equity pioneered the value-added investment approach. Bain Capital partners with management teams to help build and grow great companies. Bain Capital's success is built on a highly rigorous approach utilizing deep industry/company insights and a significant investment in the resources and expertise to drive strategic and operational transformation at our companies.The Bain Capital global team, which now operates in eleven offices on four continents, has made more than 1,100 primary and add-on investments that have generated consistently strong returns. Collectively, more than 10 percent of our private equity funds’ commitments come from our professionals, far in excess of industry convention and reflective of both our strong principal investor mentality and confidence in our ability to generate industry-leading returns.For more information, please visit https://www.baincapitalprivateequity.com.

Position Overview

The support specialist is a fully remote inbound/outbound customer service call center role that is focused on creating strong communication pathways between SimpleTire and its customers. This role will require that someone have established contact center experience, excellent customer service skills, clear communication, and thoughtful listening skills. The right candidate will also need to demonstrate a proven ability to be dependable, versatile and adaptable in a fast paced environment. 

As this is a customer-facing role, the Support Specialist is an extension of SimpleTire, and will need to conduct themselves with a polite, clear, and concise demeanor. 

Job responsibilities:

• Handling inbound and outbound phone calls, emails, and chat from online customers. Verifying customer account information and order information. Managing on average 30-40 calls per day. 
• Processing online orders, returns, replacements, adjustments, warranties, and installations. Tracking deliveries, installation, inventory, pricing, and ensuring all customers’ needs are met. 
• Managing customer issues, ensuring 100% customer satisfaction, including (but not limited to) telephone and email follow-up. Understanding and resolving customer questions, concerns, issues, and needs. Maintaining positive relationships with customers post-order to gauge satisfaction, solicit feedback, and meet any additional needs. 
• Working with sales, marketing, operations, and business-to-business departments to ensure a smooth process and customer satisfaction.
• Handling special projects or other duties as assigned.

Qualifications
Minimum Job Requirements

• Minimum of 1 year of high volume, inbound contact center or call center experience required
• High school diploma/GED required, associates/bachelors degree or equivalent experience preferred
• Must have experience in helping customers and providing customer service
• Must be adaptable and dependable - proven ability to follow through on tasks and adhere to flexible work schedules and shifts
• Clear and concise written and oral communicator with proven ability to address customer needs through written and oral mediums
• Demonstrates technical savvy and ability to learn and navigate computer programs and systems that support the initiatives of the contact center
• Ability to quickly build and develop open, honest, and friendly rapport with customers in order to move through and solve customer challenges
• Bilingual - ability to fluently speak and write in Spanish is a bonus
• Prior experience in tire or automotive industry is a bonus
• Prior experience working in a remote environment is a bonus

Working Hours and Schedule Details

• 25-40 hours per week, full time availability preferred
• Hours of operation: 8am - 7pm M-F, 9am - 5pm Sat
• Closed Sundays, Thanksgiving Day, Christmas Day
• Holiday black out period: Nov 24th thru Dec 31st
• Support specialist schedules vary based upon business need

Compensation

• Starting at $18.50/hr

Benefits and Perks 

• Fully remote role
• Medical, dental, vision, short-term disability, long-term disability, company paid life insurance, 401(K) with employer match, 15 days of PTO, and 9 paid holidays
• Company sponsored events, casual dress code, SWAG, and corporate discounts

Working Conditions and Physical Effort

• Ability to sit for long periods of time.
• Continuous computer screen viewing and typing