Job Details
Duties and Responsibilities:
* Communicates with consumers and dealers by phone, chat, letters and/or email in a professional customer friendly manner.
* Maintains current knowledge of all KMC products, services, promotions, parts, etc. Attends training classes and reads all relevant materials pertaining to new Kawasaki products and programs.
* Resolves issues and concerns of retail customer base. Investigates and researches warranty, parts and/or dealer issues by performing all necessary legwork. (i.e., locating files/paperwork, communicating with various AKM divisions to find solutions, etc.).
* Determines the appropriate course of action to take on our customers' behalf to obtain customer satisfaction in each situation, as well as advising Team Members on appropriate actions as needed.
* Consistently follows up to ensure problems are solved to a satisfactory ending for both Customer and Dealer.
* Responsible for handling escalated contacts from within department, the company, and from outside sources such as dealers, BBB, etc., professionally with a view to maximizing customer satisfaction.
* Assists with prioritization and review of incoming e-mail and forwards to appropriate parties as needed.
* Accurately documents all communications and records in the OSC system.
* Suggests procedures to improve efficiency of processes.
* Works with manager of department assisting in long-range planning and projects to improve departmental functioning.
* Reviews communication logs to monitor technical accuracy, adherence to policies and procedures, need for follow-up action and to provide feedback to Team Members.
* Generates information to compile work volume statistics for reporting purposes and to keep records of Customer Care requests and complaints.
* Reviews check requests for accuracy and processes account receivable adjustments.
* Promotes harmony among workers and assists in resolving Team Member grievances.
* Provides ad hoc/weekly/monthly/quarterly summary reports on department and consumer activity/feedback to department manager for review (as assigned).
* Other Customer Care duties as assigned.
Education and Experience:
High school diploma or general education degree (GED) is required; a Bachelor's degree (BA/BS) or equivalent from four-year College is preferred; and minimum six years related experience and/or training in a customer service environment is required; or equivalent combination of education and experience. Powersports industry knowledge desired.
Skills and Qualifications:
To perform this job successfully, you must be able to perform each essential duty satisfactorily. The items listed below are representative of the knowledge, skill, and/or ability required.
* Customer Centric mindset.
* Experience in powersports industry strongly desired
* Exhibits excellent oral and written communication skills and ability to work effectively in a remote location.
* Demonstrates the ability to successfully prioritize and organize multiple, competing tasks.
* Extremely detail and deadline oriented.
* Brings energy and enthusiasm to group or team efforts.
* Solid knowledge and experience working with Microsoft's Word, Excel, and PowerPoint software.
* Familiarity with Oracle Service Cloud a plus.
* Approximate percentage of travel required up to 10%.