O'Reilly Automotive Stores, Inc Customer Satisfaction Specialist in SPRINGFIELD, Missouri

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.

Essential Job Functions

  • Provide access for our customers and field personnel to voice concern or complaints

  • Receive, respond to and resolve incoming customer calls, letters, emails, O'Reilly Cares survey responses, O'Rewards account maintenance and social media complaints

  • Assist customers with product, operational and policy issues.Work 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

Skills and Qualifications

  • High School Diploma or equivalent

  • 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

O'Reilly Auto Parts is an equal opportunity employer. It is the policy of the Company to treat all applicants for employment and all team members in a manner that does not discriminate against them because of their race, religion, color, national origin, sex, sexual orientation, pregnancy, age, military obligation, disability or any other status or characteristic protected by local, state, or federal law.