What are the responsibilities and job description for the Customer Service Specialist - Technical Support position at Jayco Inc?
Purpose: This position exists to interface with dealers and retail customers ensuring Jayco’s product warranty and service objectives are administered and accomplished in a timely, cost effective manner.
Essential Functions:
- Communicates with customers and dealers in a professional manner to gather facts, negotiate solutions and resolve disputes.
- Responds to telephone and written inquiries on a wide variety of issues using SOPs in a high call volume environment.
- Authorizes dealer warranty work within guidelines and procedures.
- Authorizes repairs and supplies parts to non-Jayco repair centers.
- Provides information repair procedures and initiates unit returns for repair work.
- Provides technical service information to dealers and customers.
- Files incident reports for property damage, personal injury or fire.
Additional Functions:
- Enters pertinent information into unit files.
- Performs other duties relating to technical service bulletins, arranging for transportation of returned parts or units, etc.
Preferred Experience/ Knowledge:
- Knowledge of RV construction processes, warranty provisions, codes & standards, Lemon Laws, etc.
- Technical aptitude is required.
- Prior high volume call center experience is helpful.
Necessary Skills & Abilities:
- Willingness to learn, grow and adapt to an ever changing product environment.
- Listening skills to thoroughly understand problems and respond appropriately in a timely manner.
- Desire and ability to problem solve effectively.
Work Requirements:
- This position may require sitting, standing, working in front of a computer monitor in an open office setting approximately 95% of the day.
- This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other tools; reaching with hands and arms.
- This position is a full-time position, which may require some flexibility in hours and days worked.
- Regular attendance is required.
- Supervisory responsibilities: none
- Remote work: not available.
- Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
Jayco offers a generous benefits package including:
- (2) Medical Insurance plan options, HSAs, and FSAs
- Family Care Clinic for employees and dependents enrolled in a Jayco medical plan (IN only)
- Dental Insurance
- Vision insurance
- Disability and Life Insurance
- 401k plan with an annual discretionary match
- Wellness Benefits
- On-site Fitness Center access (IN only)
- Health Clinic for employee use (IN only)
- Employee Assistance Program (EAP) Benefits