Customer Service Representative

Job Summary: The CUSTOMER SERVICE REPRESENTATIVE - OUTBOUND works under the direction of the Inside Sales Manager; responsible for all sales activities with all phone calls and assigned accounts; managing these activities with consistent, quality service.

Job Duties and Responsibilities:

▪ Responsible for making outbound calls at the corporate call center.

• Maintain and promote a teamwork focus and environment within the sales team.

• Support and build upon K&M Tire’s Vision, Mission, and eight company values.

• Hold yourself fully accountable for three primary objectives: Handle customer and service

issues, effectively manage program accounts, and prospect new and existing business.

• Self-driven to effectively manage your time and book of business.

• Handle all incoming calls professionally, efficiently, promptly and accurately to effectively

service customers.

• Sell company products to current and potential customers.

• Responsible for understanding how to process orders accurately.

• Assist customers in growing their business by promoting specials and programs through

product knowledge.

• Possess current product knowledge of brands, models, product classes, and tire basics to

effectively assist customers.

i. Be knowledgeable of and promote the tires K&M has to offer.

ii. Be knowledgeable of and promote the programs K&M has to offer.

iii. Be knowledgeable of and promote K&M’s weblink.

• Provide excellent customer service.

• Support inside sales outbound key metrics, including number of quality outbound sales

calls, program dealer compliance and performance, and existing customer retention.

• Support inside sales inbound key metrics, including the reduction of call wait time and

unanswered calls.

• Identify and resolve customer concerns professionally and timely.

• Other duties as assigned by the Inside Sales Manager.

• Make it easy and convenient to do business with K&M Tire.

Job Requirements:

1. Ability to learn and communicate extensive tire knowledge.

2. Ability to work in a multi-tasking, professional environment.

3. Ability to communicate effectively both in written and oral communication.

4. Possess a friendly and positive attitude.

5. Project a professional image of yourself and the company.

6. Ability to prioritize and organize effectively.

7. Ability to work independently and require minimum supervision.

8. Knowledge and ability to use the following office equipment: computer, telephone, copier, fax, and

calculator.

9. Knowledge of the following software: Microsoft Word and Excel.

Minimum Qualifications:

High School Diploma or equivalent.