Customer Care Specialist I

Customer Care Specialist I (9-6)

Employment Type: Full-Time
Location: South Bend, IN (On-Site)

About the Role

The Customer Care Specialist I serves as a key point of contact for Tire Rack customers by delivering exceptional service through phone, email, and chat communications. This role is responsible for providing accurate information regarding products, orders, policies, and procedures while resolving customer concerns in a professional and timely manner.

The ideal candidate is customer-focused, detail-oriented, and committed to creating a positive customer experience. This position requires strong communication skills, problem-solving abilities, and the capacity to effectively manage multiple tasks in a fast-paced environment.

At Tire Rack, we are committed to delivering peace of mind to our customers through expertise, responsiveness, and outstanding service.

What You'll Do

Customer Support & Communication

• Respond to incoming customer calls, emails, and chat inquiries in a professional and timely manner.
• Provide accurate information regarding products, orders, policies, and procedures.
• Handle customer service experience calls and follow-up communications.
• Document customer interactions thoroughly and accurately within the AS400 system.

Customer Issue Resolution

• Resolve routine customer service concerns while maintaining a positive customer experience.
• Process replacement orders, returns, exchanges, and refunds in accordance with company policies and procedures.
• Escalate complex issues when appropriate to ensure prompt resolution.

Order Management & Team Collaboration

• Process and release basic e-commerce order follow-up requests.
• Coordinate with internal departments to ensure seamless customer support and issue resolution.
• Support other teams and departments as business needs require.
• Contribute to overall customer satisfaction and operational efficiency.

Additional Responsibilities

• Maintain a strong customer-first mindset in all interactions.
• Learn and adapt to evolving processes, systems, and technologies.
• Perform other duties as assigned.

What We're Looking For

Required Qualifications

• Minimum of 1 year of customer service experience, preferably in a call center, retail, or e-commerce environment.
• Working knowledge of Microsoft Office applications.
• Strong customer service orientation and commitment to delivering positive experiences.
• Excellent verbal and written communication skills.
• Effective active listening, problem-solving, and conflict-resolution abilities.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities and work efficiently in a fast-paced environment.
• Ability to quickly learn new processes, systems, and software applications.
• Demonstrated initiative and willingness to learn.

Education

• High school diploma or equivalent required.

Schedule

Work Days

• Monday through Friday
• Occasional Saturdays and Sundays may be required based on business needs.

Work Hours

• Regular schedule: 9:00 a.m. - 6:00 p.m.
• Additional hours may be required as business needs dictate.

Why Join Tire Rack?

At Tire Rack, you'll be part of a team dedicated to delivering exceptional customer experiences while supporting one of the most trusted names in the automotive industry. We offer a collaborative environment, opportunities for growth, and the chance to make a meaningful impact on our customers every day.

If you're passionate about helping customers, solving problems, and providing outstanding service, we'd love to hear from you.