Purpose:  this position exists to review and coordinate the processing of tickets from Qualtrics to key contacts throughout the Jayco organization and to help facilitate quick resolution of retail customer complaints and comments.

Essential Functions

• Performs as the secondary contact at Jayco to interface with Qualtrics for all questions, inquiries and sources of information.
• Reviews and monitors tickets received and in process to insure timely responses.
• Works with internal customers to develop appropriate responses.
• Ensures that completed surveys in the Qualtrics database are properly assigned to the correct dealership location and reflects accurate information.
• Reviews incoming tickets and monitors for key characteristics that would prompt quick intervention and mediation when necessary for customer complaints.
• Initiates incident notifications when warranted to escalate issues reported through the survey program for review by the WIRC/CPAC action committees.
• Provides monthly notification reports to management of ticket information and statistics by dealer, brand, product and cause codes.
• Establishes and maintains a cause code listing representing tickets (complaints received).
• Participates as member of a steering committee working on implementing strategic organizational change.

Required Experience / Knowledge

• Associate degree in business related field.
• 3 - 5 years related experience coordinating and/or resolving customer complaints.
• Must possess a strong understanding of how to effectively measure Customer Satisfaction and utilize those results to implement positive and meaningful changes within the organization.

Necessary Skills & Abilities

• Strong communication and collaboration skills are required to represent Jayco, Inc. as strong frontline lead employee.
• Proficiency in all Microsoft Office Software, including Excel and Access Data Base.
• Web based dashboard development.
• Performs data analytics and construction of associated charts, graphs and Pareto.
• Writes queries for extraction of data from MS Dynamics AX for use in analytics.
• Ability to build cross-functional partnerships, internally & externally.
• Requires strong knowledge of RV construction, design and Jayco warranties, instructions manuals.
• Knowledge of RV standards and codes (RVIA/NFPA) and familiarity with Federal Regulations (CFR49).
• Strong organizational skills with the ability to prioritize multiple items efficiently while maintaining a positive attitude.

Work Requirements

• This position may require sitting, standing, or working in front of a computer monitor in an office setting approximately 95% of the day.
• Regularly required to sit, stand, walk, and stoop, kneel, or crouch; use hands to fingers, handle or feel objects, tools, or controls; and reach with hands and arms.  Must be able to frequently lift and move up to 10 pounds.
• This position is a full-time position, which may require some flexibility in hours & days worked (including Saturdays, as needed). 

Management reserves the right to assign or reassign duties and responsibilities to this job at any time.