A&E Customer Service And Warranty Agent

Overview

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.

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 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

• Professionally handle all aspects of warranty evaluation, tracking, submission, and closure

• 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

• 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 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.

Required Education and Experience

• Strong technical aptitude

• 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 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)

• Previous customer service experience with call center. 1-2 years preferred

• Management/Leadership experience.

Work Authorization/Security Clearance

Must be legally authorized to work in the United States.

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 : AAP/EEO Statement

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law. This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters. All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert's strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

Know Your Rights