|Title:||Customer Service - Call Center - Technical Support Specialist|
This salaried position exists to interface with dealers and retail customers ensuring product warranty and service objectives are administered and accomplished in a timely, cost effective manner.
- Communicates with customers and dealers in a professional manner to gather facts, negotiate solutions and resolve disputes.
- Responds to telephone and written inquiries on a wide variety of issues using SOPs in a high call volume environment.
- Authorizes dealer warranty work within guidelines and procedures.
- Authorizes repairs and supplies parts to non-Jayco repair centers.
- Provides information repair procedures and initiates unit returns for repair work.
- Provides technical service information to dealers and customers.
- Files incident reports for property damage, personal injury or fire.
- Enters pertinent information into unit files.
- Performs other duties relating to technical service bulletins, arranging for transportation of returned parts or units,etc.
Preferred Experience/ Knowledge
- Knowledge of RV construction processes, warranty provisions, codes & standards, Lemon Laws, etc.
- Technical aptitude is required.
- Prior high volume call center experience is helpful.
Necessary Skills & Abilities
- Willingness to learn, grow and adapt to an ever changing product environment.
- Listening skills to thoroughly understand problems and respond appropriately in a timely manner.
- Desire and ability to problem solve effectively.
- This position may require sitting, standing, working in front of a computer monitor in an open office setting approximately 95% of the day.
- This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other tools; reaching with hands and arms.
- This position is a full-time position, which may require some flexibility in hours and days worked. Regular attendance is essential.
Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
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