CUSTOMER SERVICE REP

Description

Job Title: Customer Service Rep 

Department: Customer Service 

Reports To: Dealer/Customer Service Manager

FLSA Status: Non-Exempt 

Location: Murrieta, CA

SUMMARY

Under general supervision, the Customer Service Rep (CSR) answers customer and dealer calls logs information to facilitate resolution through to closure, ensures that appropriate resources are utilized to provide a positive customer experience. Works closely with the Dealer and Customer to gather all information to help facilitate the customer experience. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitors all incoming customer service request issues.
• Tracks dealer responses and previous actions regarding service concerns.
• Works closely with technical service staff, warranty staff, sales department and others as needed to obtain all relevant information regarding customer service and satisfaction.
• Documents and logs all customer service and satisfaction issues. 
• Completes all available product training to technically support the KTM/Husqvarna/GASGAS/WP product line as needed by the dealer and rider.
• Provides the highest level of technical, dealer and rider support via tech line.
• Works with Customer Service Index Administrator with survey concerns.
• Evaluates warranty claims and concerns and makes sound decisions on warranty requests.
• Performs other duties as assigned.

Requirements

EXPERIENCE REQUIREMENTS: Requires a minimum of two (2) years of experience in the motorcycle industry. Requires proficiency in Microsoft Office Suite. Generally, requires a minimum of two (2) years of experience in Customer Service or Call Center. Prior mechanical/technical experience strongly preferred.

EDUCATION REQUIREMENTS: High school diploma required. 

OTHER SKILLS AND ABILITIES: 

• Superior customer service and follow through skills
• Excellent verbal and written communication skills
• Attention to detail
• Ability to multi-task in a fast-paced, deadline driven and constantly changing environment
• Flexibility to switch gears with little notice
• Excellent organization skills 
• Ability to prioritize workload, meet deadlines and understand when to escalate potential issues
• Basic math skills
• Must be internal and external customer focused
• Strong interpersonal skills with the ability to use tact and diplomacy; must be team player
• Analytical abilities
• Must be self-motivated with ability to use own initiative

SUPERVISORY RESPONSIBILITIES: None 

CONTACTS: 

Internal:  Works with Marketing, Sales and Parts Departments

External: Dealers, Customers 

JUDGEMENT/REASONING ABILITY: Ability to recognize discrepancies and resolve problems quickly using sound judgment, poise and diplomacy. Requires ability to use judgment and reasoning skills and determine when issues need to be escalated.

PHYSICAL DEMANDS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit; use hands and fingers, bend, stoop and reach with hands and arms. 

Ability to lift up to 35 pounds <5% daily

Able to sit at a desk and use/view computer 90% daily

Able to hear and speak into a telephone 80% daily

Able to stand, bend, stoop, twist 20% daily

WORK ENVIRONMENT: The noise in the work environment is usually moderate. Other factors are:

• Ability to travel if needed. Travel around 20% expected
• Hectic, fast-paced with multi-level distractions
• Professional, yet casual office work environment
• Ability to work extended hours as required

Required Pre-Hire Screenings:

Criminal - Felony and Misdemeanor 7 Years

National Criminal Data Base 7 Years

Social Security Verification

Driving Record

NDOT Drug Screen