• Customer Service Technical Agent

    Posted Date 5 days ago(1/11/2019 11:21 AM)
    Requisition ID
    2019-1569
    # of Openings
    5
    Category
    Customer Service/Support
    Company : Name
    LCI Plant 39 - Customer Svc.
    Location : Address
    1902 W. Sample St.
    Job Location
    US-IN-South Bend
  • Overview

    Classification
    Exempt

    Salary Grade/Level/Family/Range
    N/A

    Reports to
    Contact Center Manager

     

    JOB DESCRIPTION


    Summary/Objective

    Customer Service Technical Representative is expected to provide information about organization’s products and services, handles customer complaints, process orders. Motivated to maintain customer satisfaction and contribute to company success. Has the ability to establish a rapport with clients, be reliable, and driven with strong time management and prioritization abilities. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. A degree of creativity, discretion, and latitude is expected.

     

    Essential Functions:

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Answer customer inquiries by clarifying desired information. Researching, locating, and effectively communicating to all customer questions and concerns:

    • Fulfills requests by clarifying desired information; completing transactions; forwarding requests
    • Maximize revenue opportunities through upselling avenues including maintenance and upgrade opportunities
    • Demonstrate an ability to know LCI products with a full understanding of how they mechanically relate to the RVs and the industry
    • Be knowledgeable of current and historical product operation, application, and troubleshooting
    • Serve and treat all customers with exceptional customer service and professionalism
    • Provide technical advice, service, and support to customers
    • Resolve problems by clarifying issues; researching and exploring answers, finding alternative solutions; implementing solutions; and escalating unresolved problems
    • Maintains call center database by entering information into Salesforce
    • Frequently utilizes good judgement to effectively conclude customer inquiries
    • Updates job knowledge through reoccurring product training sessions
    • Recognize, document, and alert the supervisor of trends of customer calls
    • Computer literate with the ability to learn customer service software applications
    • Professional verbal and written communication skills
    • Build and maintain relationships with customers by having a keen awareness of the customer journey and continuously strive to make the journey as positive and profitable as possible
    • Conduct self as a team member with co-workers to foster a healthy and professional working environment

    Competencies

    1. Communication Proficiency/Coaching
    2. Organizational Skills
    3. Initiative
    4. Time Management
    5. Process Improvement
    6. Decision Making
    7. Quality Management/Control

     

    Supervisory Responsibility
    This position has no supervisory responsibility.

     

    Physical Demands
    While performing the duties of this job, the employee is regularly required to stand, walk, use hands to handle, feel, or reach. This position is not very active when it comes to movement and requires a lot of typing and sitting in a chair.

     

    Position Type/Expected Hours of Work

    This is a full-time salary position and the expected work hours are 40 hours per week, Monday through Friday; weekend and overnight work may be necessary.

     

    Travel

    Travel would be minimal and would be primarily local during the business day.

     

    Required Education and Experience

    • Strong technical aptitude, preferably in LCI parts and RV applications
    • Articulate oral and written communication skills with the ability to communicate with a wide variety of customers by telephone, electronically, or face to face
    • Ability to utilize all available resources including co-workers
    • Able to interpret customers’ description of their Coach problems and translate those into clear instructions for the service technicians
    • Communication skills are required to connect staff and customers for a positive customer service experience
    • Ability to maintain a professional demeanor and positive attitude at all times
    • Demonstrate experience in sequential processing – utilizing multiple software programs and talking on the phone
    • Ability to assess and evaluate the work of technicians
    • Knowledge of company policies and procedures
    • Ability to reflect LCI core values in both customer interaction and the interaction of co-workers

     

    Preferred Education and Experience

     

    • Knowledge of customer service principles and practices
    • A basic knowledge of Microsoft Office – (Word, Excel, AX) and Salesforce
    • Previous customer service experience with call center. 1-2 years preferred

     

    Work Authorization/Security Clearance

    Must be able to pass EVerify.

     

    AAP/EEO Statement
    LCI provides equal employment opportunity to all employees and applicants, without regard to race, color, religion, sex, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category.

     

    Other Duties
    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

     

    Core Values

    • Passionate about winning
    • Team Play With Trust
    • Honesty, Integrity, Candor
    • Caring about people
    • Positive Attitude

     

    Signatures
    This job description has been approved by all levels of management:

    Manager____________________________________________________

    HR_________________________________________________________

    Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.

    Employee__________________________________ Date_____________

    Pay Group : AAP/EEO Statement

    LCI provides equal employment opportunity to all employees and applicants, without regard to race, color, religion, sex, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category.

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