Customer Support Representative

Customer Support Agent (Emergency Roadside Assistance)

Job Description:
Who are we?
We are Bridgestone Mobility Solutions, and we are on a mission to move the world toward a sustainable future with data-driven mobility solutions. The high-value products and services we develop for fleets, original equipment manufacturers, and governments smooth travel, reduce congestion, increase accessibility, improve vehicle and road safety, and cut carbon emissions.
With a unified team working across the Americas and Europe, Middle East, and Africa (EMEA) regions, we play a crucial role in Bridgestones digital transformation from one of the worlds leading tyre manufacturers to a sustainable solutions company. Bridgestone Mobility Solutions offers an integrated and customizable suite of data-driven solutions that help drive greater safety, efficiency, and sustainability for fleets, OEMs, and consumers. The Bridgestone Mobility Solutions portfolio features industry-leading products, solutions, and digital platforms across several key business areas, like Webfleet, Fleetcare, Azuga, Advanced Tyre Solutions and Advanced Data Solutions.
Bridgestone Service Event Management (ERS) is one of our lines of business within Bridgestone Mobility Solutions. Our team provides call center services and builds software solutions that enable our fleet customers to connect with service providers to reduce downtime on emergency roadside service calls. Our goal is to simplify roadside assistance and create efficiencies for our fleet customers and service providers so drivers can get back on the road more quickly. For more information, please visit Emergency Roadside Service | Bridgestone National Fleet
Summary/Objective
As a Customer Support Agent for our emergency roadside assistance service, you will play a crucial role in handling emergency tire breakdowns and other tire service for commercial fleet customers. Our agents collect breakdown information from commercial truck drivers and dispatch road service to tire dealerships across the US and Canada.
Our customers expect quick and professional resolution, and you must ensure that it occurs every time a customer calls Bridgestone ERS for help. Our culture generally expects people with a roll-up your-sleeves attitude. Acting with urgency and empathy and resolving our customers’ problems wins more respect than being only process and hierarchy driven.
Essential Functions

• Handle incoming calls, emails, or tickets from stranded drivers who need immediate assistance due to tire-related issues.
• Gather relevant information from callers to assess the severity of the breakdown and determine the appropriate response.
• Coordinate with technicians to dispatch help to the stranded driver’s location.
• Offer calm and reassuring communication to distressed customers, emphasizing safety and prompt assistance.
• Accurately record details of each call, including the nature of the issue, location, and actions taken.
• Ensure follow-up calls to confirm that assistance arrived, and the issue was resolved satisfactorily.
• Strive to exceed customer expectations by delivering exceptional service during stressful situations.
• Work closely with other team members, including dispatchers, technicians, and supervisors.
• Should be cooperative with rotational shifts

Interpersonal Skills

• Strong analytical and organizational skills
• Excellent Customer Service Skills
• Demonstrate genuine care and understanding when interacting with customers.
• Pay close attention to customer inquiries, understand their needs and provide relevant solutions.
• Remain calm when faced with upset or frustrated customers.
• Be resourceful in finding apt solutions & provide quick resolution.
• Be an effective communicator by using clear and concise language.
• Prioritize quick assistance and reduce waiting times.

Competencies:

• You have 1 to 2 years' experience in customer support for US/UK based processes.
• Strong computer skills using Microsoft Office programs.
• Able to retain and apply new knowledge, policies, and account updates.
• Be prepared to work in shifts, including nights, weekends, and holidays, as tire breakdowns can happen at any time. Be flexible with shift schedules and adapt to changing situations. Able to work on holidays and mandatory overtime when required.
• Able to work effectively in a fast-paced environment.
• Compassionately handle distressed callers and remain patient under pressure.
• Basic understanding of tire-related issues, spare tire usage, and common roadside emergencies is a plus.
• Clear and effective communication, both verbally and in writing.
• Ability to think on your feet and provide practical solutions.
• Familiarity with help desk software and databases.
• Collaborate effectively with colleagues to ensure seamless service delivery.

Perks:

• Competitive compensation.
• Training and ongoing support.
• Opportunity to make a real difference in people’s lives during emergencies.

If you are passionate about helping others and thrive in high-pressure situations, this role could be a perfect fit for you!