Customer Service Tech Agent
CURT Group
A Customer Care Center
2d ago

Who We Are :

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing, and bettering the RV, marine, automotive, commercial vehicle and building products industries.

We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation, and premium products to all of our customers.

Why We are Different :

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members’ unique and varied backgrounds, perspectives, and experiences.

We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get :

  • A unique, inclusive, and supportive company culture.
  • Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
  • Fair and competitive compensation.
  • Career development and mentoring and opportunities to grow.
  • Holiday, personal and vacation days.
  • 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

  • Communication Proficiency / Coaching
  • Organizational Skills
  • Initiative
  • Time Management
  • Process Improvement
  • Decision Making
  • 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 hourly position and the expected work hours are 40 hours per week, Monday through Friday 10 : 30 am to 7 : 00 pm for the first six months

    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.

    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.

    Pay Group :

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