Customer Service Tech 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.

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.

Duties and Responsibilities:

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

Working Conditions:

• Primarily working indoors, office environment.

• May sit for several hours at a time.

• Prolonged exposure to computer screens.

• Repetitive use of hands to operate computers, printers, and copiers.

Qualifications:

• 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 always maintain a professional demeanor and positive attitude

• 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

Essential Functions:

• Resolving issues and troubleshooting technical problems

• Providing proactive customer outreach

• Accurately process and record call transactions

• Offer alternative solutions where appropriate

• Communicate clearly and effectively with end users, colleagues, and management

Competencies:

• Communication Proficiency/Coaching

• Organizational Skills

• Initiative

• Time Management

• Process Improvement

• Decision Making

• Quality Management/Control

Supervisory Responsibility:

This role does not have any supervisory responsibility upon hiring.

Physical Demands:

While performing the duties of this job, the team member is regularly required to talk and hear. This position requires sitting, data entry, and a telephone headset. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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; weekend and late evening to overnight work may be necessary.

Travel:

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

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 legally authorized to work in the United States.

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.

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