Customer Support Advisor

The Opportunity

Michelin Connected Fleet, a subsidiary of Michelin North America, is looking for a Customer Support Advisor that is responsible for resolving customers inquiries around our solutions and services, troubleshooting customer issues, stay updated on product launches and suggest process improvements to improve the customer experience. This is an Atlanta based in office position.

What You'll Do

• Customer Experience Excellence: Consistently deliver world-class customer service experiences that exceed expectations and enhance brand perception. Complex Issue Resolution: Take ownership of escalated and complex customer issues, managing them through to resolution while maintaining a high level of professionalism and customer satisfaction.

• Brand Ambassadorship: Cultivate a deep understanding of our products/services and brand ethos to effectively represent the company's values and mission in every customer interaction. Champion the Michelin brand ethos and values in every customer interaction, enhancing brand perception and fostering long-term customer loyalty.

• Customer Retention: Proactively engage with customers to build rapport, address concerns, and provide solutions that foster long-term relationships and loyalty.

• Productivity and Quality Standards: Meet or exceed productivity and quality metrics to ensure the delivery of efficient and effective support while adhering to established service level agreements (SLAs).

• Continuous Improvement: Actively participate in ongoing training and development programs to enhance skills, stay updated on product/service enhancements, and contribute to process improvements that elevate the overall customer support experience.

• Cross-functional Collaboration: Collaborate closely with other teams such as Sales, Technology, and Operations to advocate for customer needs and contribute to the continuous improvement of products and services.

The Ideal Candidate

• 3-5 years of concierge level customer service experience, ideally handling complex support, technical or product-based questions.

• Excellent interpersonal, written, and verbal communication skills so that you are able to show ownership of the customers issue with confidence.

• Motivated, self-starter with effective time management skills

• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.

• Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone.

• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change in a fast-paced environment.

• Technical aptitude and enjoys troubleshooting technology.

• Familiarity with CRM systems and practices, preferably SalesForce

• Proficient in Microsoft Office Suite

• Education:

• High School Diploma/GED required

• Associates Degree in business or related field preferred

Benefits & Perks

As a Michelin Group Company, our "ICARE" corporate culture model defines the company values that guide how we work with each other and with our external customers & partners. Here are some of the other great reasons why our employees say they love to work here…

• Hybrid work environment of 3 days in the office

• Competitive Health/Dental/Vision insurance with substantial company contribution

• Company-Paid Life insurance policy

• 401K Benefits with company matching and immediate full vesting/no waiting period

• Healthcare benefits with costs 65% lower than the national U.S. average

• HSA/FSA Healthcare account options with company contributions of $500/$1000

• Short & Long Term Disability insurance

• Parental Leave: Additional 3 weeks covered at 100% in addition to standard STD

• Competitive paid time off benefits throughout the year allowing employees to maintain work-life balance

• Career development programs: Free LinkedIn Learning platform license for all employees and access to Michelin's global online learning/training center

• Gym reimbursement program and half-price Weight Watchers discount program

• Michelin Tire Rebate Program up to $750/year

• Flex Hours and Telecommuting/Remote Work for many departments/positions

• Magellan Employee Assistance Program (EAO) - provides free counseling/assistance

Who We Are

Michelin Connected Fleet (a wholly owned subsidiary of Michelin), is the GPS fleet management solution of choice for a growing number of customers with fleets ranging from 2 to more than 2,000 vehicles. Since its inception, Michelin Connected Fleet (formally known as Nextraq, LLC.) has been a pioneer and innovator in the telematics space with its award-winning platform and mobile app.

The Michelin Connected Fleet solution is a cloud-based application that enables service and distribution businesses to optimize fleet operations while reducing operational costs and maximizing revenue. To maintain our top position in the industry, we are looking to continually attract extraordinary individuals who mirror our corporate culture, objectives and possess an entrepreneurial spirit.