Customer Service Representative Technical Role

Overview

Customer Service Technical Agent

Who We Are:

We are the leading supplier of components to the recreational vehicle and residential housing industries, as well as adjacent industries including bus, cargo and equestrian trailer, marine, and heavy truck. With over 65 facilities located throughout the United States, Canada, Ireland, Italy, and the United Kingdom, our more than 9,000 team members work together to bring innovative product solutions to market every day.

Why We are Different:

At Lippert Components, Everyone Matters. We are striving to make lives better through meaningful relationships with our co-workers, our customers, and our communities. Lippert members feel 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 many team members. We measure success by how we touch the lives of people inside and outside our walls.

What You will Get:

A company culture where everyone matters
1. Healthcare + Dental + Vision + 401k with Employer match


2. Career development and mentoring


3. Tuition Reimbursement


4. Annual flu immunization


5. Holiday, personal and vacation days


6. Local and national discounts


7. Wellness offerings

Summary/Objective:

Care center technical support handle customer concerns, process orders, and provide information about an organization's products and services. Motivated to maintain customer satisfaction and contribute to company success. Has the ability to establish a rapport with customers, to deliver on our brand promise (Whenever, Wherever, we make your experience better). Be reliable, and available to service the needs of our most Treasured asset, which is our customer base. Driven with strong time management and prioritization abilities to juggle the constant changing needs of our customers. 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:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Sharing your love of exploring technology trouble shooting and resolution.


2. Effortlessly engage with our customer base, actively listen, and then analyze and isolate technical issues.


3. Demonstrate an ability to know Lippert products with a full understanding of how they mechanically relate to the industry.


4. Serve and treat all customers as if they are the only one for the day. Meaning delivering exceptional customer service and professionalism.


5. Multitask in system while patiently providing step by step instructions to Dealer Techs, customers, OEMs.


6. Resolve problems by clarifying issues; researching and exploring answers, finding alternative solutions; implementing solutions; and escalating unresolved problems


7. Maintains Care Center database by entering information accurately into our CRM


8. Frequently utilizes good judgement to effectively conclude customer inquiries


9. Updates job knowledge through reoccurring product training sessions


10. Recognize, document, and alert the team leader of trends of customer calls


11. Excellent problem solving skills, diagnostic and troubleshooting capabilities. Particularly with regard to anticipating and solving problems, issues or concerns before they occur or become critical.


12. Calmly and confidently provide conflict resolution and navigate frustrated customer situations.


13. Work independently with discipline and motivation to succeed in a virtual environment.


14. 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


15. Identify diagnose and resolve escalated problems related to software, hardware, that are left unresolved immediately to leadership.

Working Conditions:

• Primarily working indoors, office environment.


• Must be able sit for several hours at a time, reach, communicate (verbally and electronically) type, read, multitask, and concentrate for long periods


• Fast-paced work environment


• Structure environment by policy, procedure and protocols


• Prolonged exposure to computer screens.


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

Qualifications:

1. High school degree or GED


2. 1 year of Customer Service experience

Competencies:

1. Communication Proficiency/Coaching


2. Organizational Skills


3. Computer Skills


4. Initiative


5. Time Management


6. Process Improvement


7. Decision Making


8. Quality Management/Control

Supervisory Responsibility:

This role does not have any supervisory responsibility upon hiring.

Physical Demands:
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. While performing the duties of this job, the Team Member is regularly required to talk and hear. This position may require sitting for several hours at a time. Prolonged exposure to computer screens. Repetitive use of hands to operate computers, printers, and copiers.

Position Type/Expected Hours of Work:

This is a full-time position, Hours of Operation include Mon-Fri 8a-9pm, Saturday - Sunday, until 630pm Eastern

Travel:

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

Preferred Education and Experience:

1. Bachelor's Degree


2. Prior Inside Sales experience


3. Prior experience working in the RV industry


4. Management/Leadership experience.

Additional Eligibility Qualifications:
List any other specific eligibility qualifications.

Work Authorization/Security Clearance:

Must be able to pass EVerify.

AAP/EEO Statement:
LCI provides equal employment opportunity to all Team Members and applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category.

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 Team Member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Pay Group : AAP/EEO Statement

LCI provides equal employment opportunity to all employees and applicants, without regard to race, color, religion, sex, age, national origin, citizenship status, disability, veteran status, genetic information, or any other legally protected category.