Customer Service Representative, Light Duty Fleet Centre (LDFC) 6-month contract

  • Full Time
  • Vernon

Kal Tire

The LDFC consists of 3 regional call centers acting as one single service function that provides customer service and support to Light Duty Fleet customers and Kal Tire stores across Canada. The LDFC Customer Service Representative is responsible for ensuring timely service to LDFC client vehicles and Kal Tire locations while providing the best value for the client and obtaining the best return for Kal Tire. The team member will take direction from the Team Lead and Supervisor to ensure efficient operation of the LDFC. LDFC Sales & Operations Accountable for the delivery of the customer service experience and billing accuracy of Kal Tire’s approved LDFC customers. Support strategic plans to improve the sales and efficiency of the LDFC; administer practices and procedures to enhance operations. Focus on continuous improvement by seeking and identifying opportunities to maximize LDFC operations and work with the Supervisor, LDFC to implement improvements. Stay up-to-date on changes and trends in the industry, identifying and implementing best practices as necessary. Customer Service and Communication Support a culture within the regional LDFC team of providing exceptional customer service to both LDFC customers and Kal Tire Stores. Respond to customer service calls / inquiries in a courteous and professional manner within appropriate timelines. Identify, research and resolve customer issues using the various LDFC systems. Liaise with Store locations and the Sales Team to ensure a seamless customer service experience. Communicate with Store Management and Corporate Sales as necessary to ensure customer service objectives are met and to actively assist in the advancement of Kal Tire LDF program. Systems, Projects & Internal Support Understand and use tools for sales and performance measurement for the overall business unit and for the individual LDFC team members. Support LDFC initiatives and projects. Maintain a high level of expertise on Kal Tire LDF products and services. Work Experience 1 – 2 years sales experience. Minimum 1 year customer service experience Mechanical knowledge is an asset Knowledge, Skills and Abilities Diplomatic and professional approach Solid communication skills Strong customer focus Solid planning and organizational skills Results focused Technical aptitude Strong knowledge of retail and/or wholesale sales principles, methods, practices, and techniques Strong knowledge of t ire and automotive mechanical services Flexibility to thrive in a fast-paced and ever-changing environment Ability to handle frequent interruptions and meet deadlines while under pressure Education Grade 12 or GED equivalent Negotiable Requirements Previous call center experience Automotive background and/or experience Understanding of mechanical fundamentals / general mechanical aptitude Commercial tire experience Fluency in a second language is considered an asset Please note, the role requires your availability to work 32 to 40 hours a week, from Monday to Saturday 5:00 AM – 6:00 PM. It’s a 6-month contract, Start date: July 11, 2022 and End date: Jan 20, 2023.This can be a remote job after completing 2 weeks’ training in our Service Centre (Vernon, BC). About Kal Tire Kal Tire is the largest independently owned tire dealer in Canada with over 250 locations. Our business philosophy centers on exceeding our customers’ expectations and relies on our entrepreneurial team members to provide exceptional customer service.