Consumer Relations Representative - Remote

Requisition ID: 124343 
Sponsorship Available: No 
Location: Remote Opportunity but operates on Eastern Time (ET), requiring availability during ET working hours.

Goodyear. More Driven.

As a vital part of our customer service department, you will handle and resolve incoming consumer and customer issues with professionalism and efficiency. Your primary goal will be to create an exceptional consumer experience, ultimately influencing repurchase intent. By adhering to established Consumer Relations guidelines, you will expertly address inquiries, issues, and complaints, ensuring customer satisfaction and loyalty. Additionally, you'll play a crucial role in identifying and managing potential legal or media issues, handling them in accordance with our established protocols.

Primary Responsibilities

• Customer Service: Handle incoming consumer/customer phone calls & surface mail. Stay current with all Goodyear, Dunlop & Kelley products & services. Respond to email inquiries received through all Goodyear, Kelly, Dunlop web sites.           
• Quality Assurance: Meet/exceed established Consumer Relations quality assurance guidelines. Meet/exceed established customer satisfaction survey score standards.       
• Business Intelligence: Provide feedback on customer/Consumer contacts such as unusual spikes related to product & service performance. Complete accurate contact documentation.                  
• Training: Complete all assigned Goodyear, Dunlop & Kelly training.
• Program Compliance: Authority to request refunds/future rebates to customer/consumers up to $500 ensuring compliance with Sarbanes/Oxley requirements.        

Required Education and Experience

• High School Degree or equivalent.  
• 1-2 years of previous contact center experience or related experience is preferred.
• The working hours for this role are Monday through Friday, from 8:30am to 5:00pm ET.

Desired Skills and Abilities

• Four year Secondary (College/University) Degree. ASE (Auto Service Excellence) certification.
• Effective problem solving.
• Strong communication skills.
• Working knowledge of contact center metrics, hardware, software & telephony is preferred.

Goodyear is one of the world's largest tire companies. It employs about 71,000 people and manufactures its products in 55 facilities in 22 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate.

Goodyear is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

If you need reasonable accommodation to complete the online application, or any other part of the employment process, please contact the Goodyear Candidate Care Line at 330.796.4500.

Click here for more information about Equal Employment Opportunity laws, and here for additional supplementary information.