Consumer Affairs Representative

Key Responsibilities:

• Serve as the main point of contact for consumer inquiries, complaints, and escalations that may have legal exposure due to service delays, multiple repair attempts, or safety
  concerns.
• Communicate with RV owners, dealers, and service centers to gather information and facilitate resolution.
• Review and document all customer interactions in the case within NetSuite.
• Coordinate with internal departments (Warranty, Technical Service, Parts, Production,
• Leadership and Legal) to ensure timely and fair resolution of consumer concerns.
• Evaluate and determine goodwill or warranty assistance within established company guidelines.
• Assist in mediating disputes and preventing potential legal or “lemon law” actions through proactive communication and resolution efforts with the customer care team.
• Educate customers on warranty coverage, repair processes, and company procedures.
• Provide feedback to management on recurring product or service issues to support continuous improvement.
• Prepare and maintain accurate records, reports, and correspondence related to Consumer Affairs cases.
• Represent the company professionally and empathetically in all communications.

Qualifications:

• Education: High school diploma required
• Experience:
  o 2–4 years of customer service, consumer relations, or warranty experience (preferably in the RV or manufacturing industry).
  o Knowledge of RV components, warranty policies, and dealership operations are strongly preferred.
• Skills:
  o Excellent written and verbal communication skills.
  o Strong problem-solving and conflict-resolution abilities.
  o Ability to remain professional and composed in high-stress or escalated situations.
  o Strong organizational skills and attention to detail.

Core Competencies:

• Customer Focus & Empathy
• Professional Communication
• Accountability & Integrity
• Cross Department Collaboration
• Judgment & Decision-Making

Work Environment:

• Office setting, with occasional travel to RV shows, service centers, or customer sites if needed.
• Standard weekday hours: some overtime or after-hours support may be required on a case-by-case basis.

Position Summary:

The Consumer Affairs Representative serves as the primary liaison between Brinkley RV, dealerships, service centers and retail customers. This role ensures customer concerns that are escalated and may have legal exposure are handled promptly, professionally, and in alignment with company policies. The representative investigates issues related to warranty, service, product quality, and customer satisfaction, while maintaining positive relationships with dealers, service centers, and internal departments.