Job Description

The Customer Relations Team plays a vital role in ensuring superior customer support. This team is dedicated to handling customer feedback through various channels, including phone, email, and social media platforms. Each piece of feedback is documented within our case management system and promptly escalated to the appropriate store, zone, and regional management levels, guaranteeing timely resolutions for our valued customers.
Responsibilities
Customer Feedback

• Manage diverse customer service inquiries with courtesy and professionalism, aiming to gather essential information for the effective creation and escalation of customer service cases.
• Employ active listening techniques to discern and address customer needs and concerns accurately.
• Thoroughly document case details, encompassing customer and invoice information, to ensure comprehensive and pertinent records.
• Research and resolve customer problems, acting as the liaison between the customer and appropriate stakeholders.
• Engage customers with warm, empathetic communication to promote overall satisfaction.
• Serve as vocal and written representatives of the Kal Tire brand, embodying its values and AIMS.

Store and Customer Relations

• Facilitate communication between customers and store operations management.
• Identify customer requirements and provide appropriate solutions.
• Respond promptly to all online communications with a courteous and professional tone.
• Keep a vigilant eye on Kal Tire\'s public posts and all associated activities.
• Thoroughly document case details, encompassing customer and invoice information, to ensure comprehensive and pertinent records.

Product / Service Promotion

• Possess up-to-date knowledge of all ongoing offers and promotions.
• Demonstrate proficiency in navigating the Kal Tire website and using the point-of-sale system.
• Exhibit a foundational understanding of automotive and tire basics.

Special Projects

• Participate in special projects such as Price Audits, Mystery Shopper, and Team Members Purchase Program.
• Additional responsibilities may be assigned as needed.

Job Requirements

Work Experience

• Preferred: 1 year of experience in retail or call center roles.

Knowledge, Skills, and Abilities

• Customer-Centric: Demonstrates a strong focus on customer needs, displaying adaptability and responsiveness in addressing diverse customer inquiries.
• Effective Communication: Possesses excellent written and verbal communication skills.
• Mastering Multiple Tasks: Proficient in multitasking to efficiently manage various responsibilities.
• Collaboration and Independence: Capable of working effectively both as part of a team and independently.
• Technical Proficiency: Exhibits a solid aptitude for technical tasks and problem-solving.

Education

• High school or GED Equivalent.
• Specialized courses in social media are preferred.

Special Requirements

• Ability to work 5 a.m. to 9 a.m. PST 4-hour shift.
• Understanding of Kal Tire priorities and escalation processes
• Demonstrated flexibility in scheduling, encompassing early mornings and weekends to ensure comprehensive operational coverage.
• Proficiency in stepping in for colleagues during sick leave or vacation periods as needed
• A strong internet connection is a must-have requirement to work from home (all our systems are internet-based).

Negotiable Requirements

• Prior Call Center and Retail Expertise.
• Proficiency in Mechanical Fundamentals or General Mechanical Aptitude.
• Familiarity with Kal Tire Store Operations or Kal Tire Store Background.

What we offer

• Competitive compensation package
• Defined contribution pension plan and a group RRSP/DPSP matching program
• Flexible hybrid work policy/ Opportunity to work remotely
• Positive work culture, opportunities for growth and development, and work-life balance.
• Opportunities for professional development, such as training programs, mentorship, and tuition reimbursement.

Solving our customers\' automotive challenges and making a positive impact - It\'s how we roll, and it\'s been that way since Tom Foord opened the doors to Kal Tire in 1953 in beautiful Vernon, BC. Over the years, we\'ve become a trusted partner for large and small industries and fleets across Canada. Our customers rely on our expertise, our make-it-happen approach to service, and our lineup of the most trusted tire brands in over 260 retail locations coast to coast. Kal Tire is also the largest truck re-treader in Canada, with 11 retread facilities across Canada and internationally, and has a state-of-the-art tire recycling facility in Chile, where 40% of the weight of scrap tires is recycled to return to mines as an alternative fuel. In addition, Kal Tire\'s Mining Tire Group is an international leader in mining tire service and supply, servicing more than 150 mine sites across five continents. Kal Tire offers a culture that fosters inclusion and respect. We are committed to providing accessible employment practices in compliance with the AODA and AMA. Accommodation requests can be made at any stage of the recruitment or employment process. Applicants are asked to make their needs/requirements known.

Kal Tire