Customer Service Representative

Job Title: Customer Service Representative - 0131572

Start Date: ASAP
Contract Length: 6 months + potential to extend or convert
Location: Plymouth, MN - hybrid *Local Candidates Only
Shift: Hybrid T & TH onsite, M,W,F remote, 9am - 6pm (Need candidates who are interested in a shift to include Saturday 10am-2pm)

JOB SUMMARY:
Customer service representatives strive to provide world class consumer service to owners and represent the voice of the consumer within the organization throughout our dealer partner network. You will be a member of a cross-functional team environment supporting and training our first level (outsourced) consumer service team and managing daily interactions with other Central Service Teams and/or Product Groups. You will be empowered to resolve escalated cases with timely & accurate service solutions that promote our brand advocacy.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Empowered to deliver solutions that provide a positive owner experience while identifying opportunities to educate consumers on proper use or maintenance of our products that ensure future satisfaction.
• Tactical problem solver that provides research and assistance to solve issues between Dealers, Technical Service Representatives and Consumers.
• See beyond the immediate issue at hand and identify opportunities to delight consumers and dealers with proactive solutions.
• Accountable for follow-up with consumers to assure problems/issues receive a timely response or resolution.
• Establish and maintain positive consumer relationships, internally and externally.
• Create content for Self-Help or Knowledge Base article(s) that results in deflected contacts for known issues or FAQs.
• Supports outsource contact center personnel with tools, process and information to drive consumer satisfaction.

SKILLS, KNOWLEDGE & EDUCATION:

• Bachelor's degree preferred, open to Associate's degree
• Minimum of two years direct or phone interactions with consumer.
• Powersports or motorcycle dealership experience preferred
• Strong desire to deliver industry-leading consumer service and build strong consumer relationships
• Ability to maintain a positive attitude and treat each contact with professionalism and respect
• High level of curiosity and soft skills that align with our Core Values Strong prioritization skills and attention to detail
• Excellent problem solving and conflict resolution skills
• Ability to work well under pressure and manage stressful interactions
• Ability to ask questions, easily process information and translate that to action
• Exceptional verbal and written skills, ability to connect with audience and articulate thoughts, while building swift trust with consumers
• Current knowledge of computer software and applications preferred Microsoft Outlook, Microsoft Office Suite of products, and SharePoint Ability learn quickly and have basic technical aptitude
• Ability to execute in cross functional role and interact with multiple business units to provide world class consumer service
• Minimum requirement to type 53+ WPM

Preferred:

• Experience with Microsoft CRM365
• A Powersports enthusiast

WORKING CONDITIONS:

• Corporate office and shop environments fast-paced and dynamic. A majority of time is spent interacting with consumers, via phone and electronic communication
• Location is Plymouth, MN