Job Purpose/Summary:

This position exists to assist the processing of tickets from Qualtrics to help facilitate a quick resolution of retail customer comments. Will continually use data analytics focusing on Customer Experience to maintain reporting that accurately reflects Jayco products and dealer performance. This position will support Jayco’s Customer Experience efforts and drive customer centricity. This position will help support lean and continuous improvement processes coupled with being responsible for the support and development of tools, training, and KPI metrics.

Duties and Responsibilities:

• Preforms as the secondary contact at Jayco to interface with Qualtrics for all questions, inquires and sources of information.
• Oversee, review, and monitor tickets received and in progress to insure timely responses.
• Works with internal customers to develop appropriate responses.
• Oversees customer incoming tickets and monitors for key characteristics that would prompt quick intervention and mediation when necessary for customer complaints to key contacts throughout the Jayco organization.
• Initiates incident notifications when warranted to escalate issues reported through the survey program for review by the WIRC/CPAC action committees.
• Provide training for internal users on ticketing processes.
• Provides monthly/quarterly/yearly notification reports to management for ticket and internal information and statistics by dealer, brand, product, and cause codes.
• Help with Lean processes by weekly updates of meetings, attendance, and providing materials for all projects.
• Participate in bi-weekly product development meetings by pulling reporting for product development teams to work toward implementing strategic change in the organization.
• Participate in customer experience projects regarding new products, future designs, and product requests.
• Embrace continuous product improvement initiatives, cost reductions, quality and manufacturability improvements.
• Communicate new work instructions internally & externally while maintaining good working relationships.
• Assist to develop processes and participate as a member of a steering committee working on implementing strategic organizational change.

Required Experience / Knowledge

• Associates degree in business or related field.
• At least 1 year related experience coordinating and/or resolving customer complaints.
• Must possess an understanding of how to effectively measure customer loyalty and utilize those results to implement positive and meaningful changes within the organization.
• Lean process improvement preferred.

Necessary Skills & Abilities

• Strong communication and collaboration skills are required to represent Jayco, Inc. as a strong frontline lead employee.
• Highly motivated, friendly, professional, and also love working on a team.

• Proficiency in Microsoft Word, Excel, Visio, and PowerPoint.
• Understanding of web based dashboard development.
• Extract data for use in analytics.
• Performs data analytics and construction of associated charts, graphs, and Pareto.
• Drives team continuous improvement initiatives.
• Ability to build cross-functional partnerships, internally & externally.
• Requires a knowledge of RV construction, design and Jayco warranties, and instruction manuals.
• 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 and office setting approximately 95% of the day.
• Regularly required to sit, stand, walk, and stoop, kneel, or crouch; use 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.

Jayco offers a generous benefits package including:

• (2) Medical Insurance plan options, HSAs, and FSAs
• Family Care Clinic for employees and dependents enrolled in a Jayco medical plan (IN only)
• Dental Insurance
• Vision insurance
• Disability and Life Insurance
• 401k plan with an annual discretionary match
• Wellness Benefits
• On-site Fitness Center access (IN only)
• Health Clinic for employee use (IN only)
• Employee Assistance Program (EAP) Benefits