The Customer Satisfaction Specialist is the primary contact for resolving problems and conflicts customers have with field personnel or vendors to ensure that the company provides excellent customer service and deals fairly with their concerns, while at the same time minimizing losses for the company. In addition, this position is responsible for processing all product liability/labor claims and negotiating settlements that are fair to the company and our customer.
Duties and Responsibilities
- Provide access for our customers and field personnel to voice concerns or complaints.
- Receive, respond to and resolve incoming customer calls, letters, emails, O'Reilly Cares survey responses, and social media complaints.
- Assist customers with product, operational and policy issues.
- Works closely with, yet independent of District, Regional Management to assist in reducing the company's exposure to liability while maintaining good customer relations.
- Assist Store, District and Regional Management with product warranty issues
- Assist Stores and customers with Labor Claim issues. Assist in negotiation of settlement as needed. Works with suppliers to absorb most liability and avoid lawsuits. Mediate amicable settlement of disputed claims, while controlling cost and minimizing losses
- Administer Engine & Transmission Warranty Program, including tracking and exporting extended warranty sales, engine/transmission warranty registrations and assist with warranty claims. Works closely with engine/transmission supplier and Product Manager to control warranty and minimize company exposure on these lines
- Monitor product warranty/claim reports and investigate possible quality issues then report findings to the Customer Satisfaction Manager
- Assist Risk Management Department with Small Claims case defense preparation, litigation and subpoenas
- Distribute updated Labor Claim Report to District and Regional Management monthly
- Additional duties as assigned
Job Specifications
- High School Diploma or equivalent required.
- Two years O'Reilly store or similar retail experience.
- Excellent written and verbal communication skills.
- Understanding of company policy and operational procedures.
- Advanced knowledge of automotive systems.
- Skills with online applications such as social media, various other applications.
- Typing, email, spreadsheet, word processing.
- Ability to meet deadlines.
- B.S. Degree with emphasis on public relations and/or quality control desired.
- ASE Technician Certification desired.
- Extensive experience in the automotive aftermarket involving customer service, product liability, and quality control.
- Computer skills in Microsoft Office.
- Bilingual in Spanish desired.
Benefits
All full time team members are eligible for a benefits package that is designed to offer convenience and security to our team members and their families. Programs, resources and benefit eligibility varies based on employment status, average hours worked, location and length of service. For detailed benefits info, please click hereor type http://bit.ly/ORLYBenefitsin your browser.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Shift:
Weekly day range:
Work setting:
Work Location: In person