Customer Service Representative

Customer Service Representative

6 months Full-time Contract

Hybrid Work Mode in Vernon, BC

The Customer Service Representative (CSR) is responsible for providing day-to-day support to the Retail Service Centre business unit. The CSR will be responsible for the over-the-phone sales and service process on behalf of select stores. This involves following best practices in conjunction with stores, ensuring prompt customer service, and driving sales growth across Retail Service Centre locations.

At Kal Tire, we value integrity, excellence, innovation, and a ‘can do’ attitude. We look for team members who are collaborative, accountable, curious, and committed in everything they do. If this sounds like you, you will enjoy working at Kal Tire.

Core Responsibilities

Customer Inquiries

• Respond to various customer service calls courteously and professionally to resolve issues during the first call or chat session.
• Utilize active listening to identify and clarify customer needs.
• Research solutions using web-based applications.
• Present customer options that encourage long-term satisfaction, referrals, and customer loyalty.
• Provide information and solutions regarding requests for product information, ‘after-sale’ service, warranty, and customer support.
• Act as Kal Tire brand ambassadors.

Operation / Function

• Extension of the in-store team - front counter Sales and Service.
• Liaison between Customer and supplier/producer/service technician.
• Greet customers in a positive, friendly manner – establish new or existing customers, and which vehicle.
• Determine customer needs and offer solutions; order products; and schedule delivery of services.
• Sales of Tires, Wheels, Alignments and other Kal Tire services
• Recognize issues, concerns, and limitations; redirect to Store Manager or Supervisor if necessary.
• Assist new and existing team members.
• Participate in call-out campaigns for periodic maintenance and changeover scheduling.
• Other duties may be assigned as required.

Product / Service Promotion

• Provide information about company products and services, charges, service conditions, and availability.
• Ensure the products recommended meet the vehicle requirements and safety necessities.
• Recommend products from Kal Tire's core product line.
• Suggest service and maintenance options for long-term vehicle safety and reliability.

Requirements

• 1 year of working experience preferred
• Diplomatic and professional approach
• Customer-orientated, adaptable, and responsive to different customer inquiries
• Solid communication skills
• Results focused
• Technical aptitude

Special Requirements

• Open availability to cover shifts during operational hours, including early morning, evening and weekends.
• 2-3 weeks’ paid training onsite in Vernon, BC.

Negotiable Requirements

• Previous call center experience
• Understanding of mechanical fundamentals / general mechanical aptitude
• Previous Kal Tire Store experience/knowledge
• Previous Automotive Industry experience

What we offer

• This position pays $20/hr. We offer a clear path for career advancement with wage increases along the way./
• Employee Assistance Program
• Flexible hybrid work policy
• Positive work culture, opportunities for growth and development, and work-life balance.
• Opportunities for professional development include training programs, mentorship, and tuition reimbursement.

Candidates must be legally eligible to work for any Canadian employers to be considered for this position at this time.