Duties and Responsibilities:
- Communicates with consumers by phone, chat, letters and/or email and determines the best course of action to advocate on our customers behalf to obtain customer satisfaction.
- 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 Kawasaki divisions to find solutions, etc.).
- Research customer situations in detail and be capable of making independent decisions on resolution.
- Accurately documents all communications and logs in the Product Support system.
- Maintains current knowledge of all Kawasaki products, services, promotions, parts, etc. Attends training classes and reads all relevant materials pertaining to new Kawasaki products and programs.
Education and Experience:High school diploma or general education degree (GED) is mandatory; a Bachelor's degree (BA/BS) with or equivalent from a four-year college; and minimum one to two years related experience and/or training in customer service environment; or equivalent combination of education experience. Powersports dealership experience preferred.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.
- Exhibits excellent oral and written communication skills.
- Demonstrate the ability to successfully prioritize and organize multiple, competing tasks.
- Extremely detail and deadline oriented.
- Brings energy and enthusiasm to group or team efforts.
- Demonstrates a positive attitude; self-motivated and able to work as part of a team.
- Willing to accept responsibility and be relied on to perform.
- Attendance must be maintained at a satisfactory level.
- Solid knowledge and experience working with Microsoft's Word, Excel and Access Software.
- Successful in a high volume, high stress environment.
- Familiarity with Kawasaki Powersports or similar products is a plus.