Customer Care Agent in Scottsdale, AZ at Discount Tire Corporate Careers

Date Posted: 5/17/2021

Job Snapshot

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Job Description

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations.


Under immediate guidance, the Customer Care Agent troubleshoots, diagnoses, and resolves order issues; ensures product inquiries are converted into service opportunities to achieve the highest level of customer satisfaction.


Essential Duties and Responsibilities:

  • Develops and maintains customer relationships utilizing basic Customer Experience Strategy (CES) concepts; engages customers in a friendly and professional manner to build trust and respect; delivers the "Unexpected Discount Tire Experience".
  • Troubleshoots, diagnoses, and resolves basic technical/ product issues; including, but not limited to sizing, fitment/safety, order status, lost/ damaged product and Tire Pressure Monitoring System resets (TPMS); escalates complex inquiries to Customer Care Specialist.
  • Determines customer needs and expectations; empowers customer with the right information to make the best decision for their needs and safety.
  • Offers Refund or Replacement certificate for tire purchases; manages warranty claims for resolution.
  • Validates product requirements such as sizing, fitment and safety standards; ensures product recommendations align with industry & company safety standards.
  • Entrusted to provide customers special pricing, rebates, discounts or adjustments in order to resolve issues and achieve highest level of customer satisfaction.
  • Manages inventory status for special order products/ layaways with distribution center and provides updates to customer.
  • Manages basic DT/AT/DTD (Discount Tire, America's Tire and Discount Tire Direct) service, delivery and product complaints via phone, web and social media sites; monitors issues for follow up and resolution; collaborates with Customer Care Specialist to ensure service recovery process is a success.
  • Processes customer return/ exchanges according to established department policies and procedures.
  • Monitors charge account activity to ensure product returns or customer re-billing is processed.
  • Meets business defined Key Performance Indicators (KPIs).
  • Assists employees or customer by answering questions related to DT/AT/DTD processes, procedures and services.
  • Completes work in a timely and accurate manner while providing exceptional customer service.
  • Other duties as assigned.

Job Requirements


  • Ability to communicate with customers over the phone is necessary.
  • One year of customer service-related experience is required.
  • Automotive, Tire industry or Discount Tire store experience is strongly preferred.
  • Basic understanding of products and services the Company offers is necessary.
  • Basic understanding of CES lead action concepts.
  • Ability to meet Customer Delight Index (CDI) goals is necessary.
  • Ability to meet Refund or Replacement certificate purchase goals is necessary.
  • Ability to build professional relationships with customers and cross functional teams.
  • This position requires excellent verbal and written communication skills; including attentive and active listening to identify and address the customer's needs.
  • Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
  • Basic level computer experience, including skills in Microsoft Word and Excel, is necessary.
  • The ability to work successfully independently and within a team is necessary.
  • The ability to work efficiently under pressure, accurately meet deadlines, present a professional demeanor and work well independently is essential.
  • In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
  • Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.


Educational Requirements:

This position requires a high school diploma or GED.


Work Days:

Normal workdays are Monday through Saturday. Overtime may be necessary.


Work Hours:

Normal work hours are 5:00 a.m. to 6:00 p.m. Monday through Friday and 6:00 a.m. to 3:00 p.m. on Saturday. Scheduled shifts are based on business needs. Occasional overtime (more than forty hours per week) may be necessary. Schedules are subject to change.  A floating day off during the week applies if the agent is required to work on a Saturday.