Tire Support Unit Team Lead

Summary

Join Continental's Tires group as a Tire Support Unit Team Lead! This remote-based role (with occasional office shifts) involves leading a team of 3-5 agents, providing exceptional customer service for tire-related roadside assistance. You will manage cases, train your team, maintain KPIs, and create reports. The position requires strong customer service, technical, and communication skills, along with experience in a contact center or similar role. A Bachelor's degree or equivalent experience is needed. This fast-paced role offers the opportunity to make a significant impact on customer satisfaction and team performance.

Requirements

• Bachelor's Degree OR 2+ years of professional experience if no Bachelor's Degree
• 1+ years of Contact/Call Center, Inside Sales, or Customer Service experience
• Strong Microsoft Office Suite skills (i.e. Word, PowerPoint, Outlook, Excel)
• Strong customer service skills
• Attention to detail
• Reliable at the workplace
• Comfortable with using new technology
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening

Responsibilities

• Provide a high level of customer service and exceed customer expectations by handling all cases with the highest degree of professionalism
• Maintain training and coaching of direct reports
• Maintain team KPIs
• Build process documentation
• Maintain reporting on a daily basis
• Uphold case and continuity processes
• Research and escalate issues as needed
• Have excellent communication skills while being the primary point contact for all related inbound calls
• Be familiar with the preferred service providers to maximize driver up-time by efficiently arranging dispatch of the repair service
• Have a general knowledge of the tire industry’s products and policies and maintain product training
• Review and implement fleet-specific requirements
• Collect required information from driver/dispatcher concerning location and description of the emergency
• Be consistent and remain in contact with the driver/dispatcher providing case status
• Create electronic claims received via phone, web, and mobile applications
• Be familiar with basic mechanical problems
• Effectively communicate all case-related details to the service provider
• Continuously monitor the system to ensure that service is provided within the specified time
• Be detail-oriented while maintaining notes and communication with other team members of all case events
• Assist in other duties, as required

Preferred Qualifications

• Prior management experience
• Prior night shift experience
• Bachelor’s degree
• Able to communicate with customers in Spanish, French, and/or other languages

Benefits

• This position is required to work one shift per quarter in the office and is remote-based otherwise
• Hours: 6:00PM to 6:30AM during our 24/7 operation. Shifts are currently 12 hours each on a rotating 3 or 4-day-per-week schedule which will include every other weekend and holidays. Subject to change