Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2023 , Continental generated preliminary sales of €41.4 billion and currently employs around 200,000 people in 56 countries and marketsWith its premium portfolio in the car, truck, bus, two-wheel and specialty tire segment, the Tires group sector stands for innovative solutions in tire technology. Intelligent products and services related to tires and the promotion of sustainability complete the product portfolio. For specialist dealers and fleet management, Tires offers digital tire monitoring and tire management systems, in addition to other services, with the aim of keeping fleets mobile and increasing their efficiency. With its tires, Continental makes a significant contribution to safe, efficient and environmentally friendly mobility. 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.This position leads a team of 3-5 Tire Support Unit Agents. This position is required to work one shift per quarter in the office and is remote-based otherwise.The Tire Support Unit Team Lead is responsible for providing excellent customer service and managing light mechanical and tire-related emergency roadside assistance cases and overseeing the operations of the shift. The Tire Support Unit leads are instrumental in ensuring all customers are serviced from beginning to end. The business environment is fast-paced while maintaining positivity and respect for customers and team members. Team leads will be expected to be able to run reports, research data, and present information to our customers internally and externally.
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
BASIC QUALIFICATIONS
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
Continental is not able to pay relocation expenses for this opportunity
PREFERRED QUALIFICATIONS
Prior management experience
Prior night shift experience
Bachelor’s degree
Able to communicate with customers in Spanish, French, and/or other languages
All your information will be kept confidential according to EEO guidelines.EEO-Statement:EEO / AA / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [email protected] or contact US Recruiting at 248.393.5566. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.Ready to drive with Continental? Take the first step and fill in the online application.