EDUCATION AND CERTIFICATION

• High School Diploma or GED.

EXPERIENCE

• At least 90 days of prior customer service experience is required.
• At least 2 years of prior call center experience in a fast-paced customer service environment is preferred.
• Prior experience in resolving customer compliants and complex customer issues remotely is preferred.

KNOWLEDGE, SKILLS & ABILITIES

• Excellent written and oral communication skills.
• Excellent customer service skills.
• Ability to speak Spanish or French is desirable.
• Basic computer skills is required.
  

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PRIMARY PURPOSE OF THE POSITION

Provide customer assistance to the Commercial Trucking industry as a dispatcher in the Fleet HQ organization.
This position is accountable to advance Goodyear’s competitive advantage and contribute to the Commercial Total Solution through providing assisantance to external customers that call in for road side assistance service.

PRIMARY DUTIES AND RESPONSIBILITIES

• 80% Customer Service: Intake and dispatch emergency road service calls according to call center processes and performance expectations; Monitor cue for incoming web submitted service call requests; After intaking call, review customer product and service preferences from Tire HQ database (i.e. read National Account notes and review other special information specific to the customer) and read script associated to the account and communicate/interpret to Goodyear servicing dealer; Resolve issues related to ongoing emergency road service calls; Monitor dipatched calls and obtain completion times (aka. roll times) from servicing dealer; Ensure detailed call information is captured in computer system and relayed to the service provider.
• 10% Training & Development: Partner with the Direct and/or Shift Supervisor and Quality Assurance team to achieve individual KPI metric objectives as provided, including quality, efficiency and attendance scores; Partner with the Training team to complete ongoing training.
• 5% Ensure legal compliance through strict adherence to policies and procedures.
• 5% All other duties as assigned.