Consumer Relations Representative 1

Consumer Relations Specialist

As a Consumer Relations Specialist at Goodyear, your primary responsibility is to resolve incoming customer issues in a way that reflects the company's values and commitment to excellence. By delivering a best-in-class experience, you help influence customer loyalty and repurchase intent. You'll follow established guidelines to address inquiries, complaints, and concerns, ensuring consistency and quality in every interaction. Additionally, you'll be expected to recognize and appropriately manage any issues that may have legal or media implications, always adhering to Goodyear's Consumer Relations protocols.

What You'll Do

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.

What We're Looking For

High School Degree or equivalent required.

What Will Set You Apart

Four-year Secondary (College / University) Degree and / or ASE (Auto Service Excellence) certification preferred.

1-2 years of previous contact center experience or related experience is preferred.

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 68,000 people and manufactures its products in 51 facilities in 19 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 Goodyear.com.

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.

Goodyear is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.