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    Technical Services Call Center Specialist - Nashville, United States - Hankook Tire Manufacturing Tennessee

    Hankook Tire Manufacturing Tennessee
    Hankook Tire Manufacturing Tennessee Nashville, United States

    3 weeks ago

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    Description

    Position Identification:

    Job Title

    Technical Service, Call Center Specialist

    Function

    Technical Services

    Reports to

    Technical Services Unit Manager

    Job Purpose:

    Hankook Tires Technical Services Department works in after-sales service, warranty, and quality related roles. This position is responsible for supervising a call center team in both office and remote roles relating to everything regarding customer service as it pertains to warranty, and tasks related to warranty claim processing. This position provides technical support for internal and external persons including claim handling, problem resolution, and product technical inquiries, warranty inquires, etc., including handling escalated situations. This position helps establish best practices and SOPs for any department process relating to call center operations and claim handling, and ensures aherehence to them. This position is in charge of training new staff, coaching current staff, and managing the performance of the call center staff overall. This position is hybrid in terms of remote working.

    Key Accountabilities:

    Lead, train, develop, and motivate call center team to maximize performance; call center staff are responsible for answering questions pertaining to claim handling, problem resolution, warranty inquires, product maintanence, tire inspections, etc., as well as processing claims, including all administrative tasks that come with these responsibilities

    Provide guidance and support to staff through documented one-on-one sessions to address skill gaps, acknowledge progress, and enhance performance

    Employee coaching, and regular performance goal setting and reviews

    Cultivate and sustain a positive, energetic work environment

    Provide post-sales/technical support services to internal and external staff, including claim inspection, troubleshooting, problem resolution and maintenance of products and services

    Respond to escalated cases from all levels of customers through all mediums- diagnosing, troubleshooting and resolving

    Regularly report on department performance

    Print literature reviews and edits

    Create and implements process improvements to create greater efficiencies within team operations

    Hardware/Software issue identification, troubleshooting, and testing

    Timecard review/approval, time-off request review/approval

    Any other duties assigned by management

    Level of Accountabilities:
    • Supervisor
    • Individual contributor
    Core Competencies:
    • High level of professionalism
    • Ability to manage diverse personalities constructively.
    • Ability to work effectively in a stressful environment.
    • Ability to handle work related pressure.
    • Exceptional attention to detail.
    • Problem solving and analytical skills
    • Ability to multitask effectively.
    • Ability to organize and prioritize your workload.
    • Ability to work self-directed.
    • Top-tier verbal and written communication skills
    • Proficiency in MS Office
    Qualifications:
    • High School dipolma or GED required
    • 2+ years customer service experience require, preferably in a call center environment
    • Previous leadership, supervising, or management experience
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