Employment Type: Full-Time
Location: South Bend, Indiana (On-Site)
Hourly, Non-Exempt, Starting at $18 / hour (plus a shift bonus of $2/hour)
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.
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.
- High school diploma or equivalent required.
- 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.
- Workdays: Monday through Friday
- Occasional Saturdays and Sundays may be required based on business needs.
- Work Hours: Regular schedule: 10:00 a.m. – 7:00 p.m.
- Additional hours may be required as business needs dictate.
Benefits include paid vacation days and holidays, comprehensive health insurance, optional 401(k) plan, and employee wellness program.
This brief summary of benefits is a guideline only and is subject to change at any time. For complete details, please contact Human Resources.
Vacation Days and Holidays
You will accrue PTO on the last day of each month, for a total of sixteen (16) days per calendar year. Additional days are earned after four years of full-time service per the policy outlined in our employee handbook (maximum 26 days).
You will receive one (1) business day of regular pay for each holiday for which the company closes. The company currently closes for New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.
Insurance
You will be eligible for health insurance coverage on the first day following the completion of your first thirty (30) days of full-time employment.
Tire Rack also offers voluntary dental, vision, life and AD&D, and disability benefits, which you will be eligible to participate in after thirty (30) days of full-time employment.
401(k) Plan
You will also be eligible to participate in the company's 401(k) plan upon reaching age 21 and completing 1,000 hours of service within the 12-month time-period following your date of hire. Your entry date will be the first day of the month coinciding with or next following the date you satisfy both the age 21 and the hours-of-service eligibility requirements. The company will contribute $1.00 in your name for each $1.00 that you contribute to the Plan, up to a maximum of 6% of the employee's eligible compensation. The company's contribution fully vests after three years of full-time employment.
Employee Wellness Program
The employee wellness program's mission is to establish and maintain a workplace culture that supports the health and positive well-being of all company employees. You will have the opportunity to participate in many events and activities to help you achieve your personal well-being goals.
The core of the wellness program consists of periodic on-site biometric screenings, Employee Assistance Program, Take60 lunch and learn sessions, discounted gym memberships, and volunteer opportunities to give back. Access to program information is provided on our internal wellness website, private Facebook group, and wellness bulletin boards.
