Customer Service Representative

Overview

 
 
CUSTOMER SERVICE REPRESENTATIVE – MURRIETA, CA OR AMHERST, OH
 
KTM North America – a subsidiary of KTM, a global leader in the off-road motorcycle competition segment and developer and producer of street as well as off-road motorcycles – has an exciting opportunity for a Customer Service Representative.
 
SUMMARY
 
Under general supervision, the Customer Service Rep (CSR) answers customer and dealer calls logs information to facilitate resolution through to closure,  ensures that appropriate resources are utilized to provide a positive customer experience.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
 

• Monitors all incoming customer service request issues.
• Tracks dealer responses and previous actions regarding service concerns.
• Works closely with technical service staff, warranty staff, sales department and others as needed to obtain all relevant information regarding customer service and satisfaction.
• Documents and logs all customer service and satisfaction issues.
• Completes all available product training to technically support the KTM product line as needed by the KTM dealer and KTM Rider.
• Provides the highest level of technical, dealer and rider support via tech line.
• Works with Customer Service Index Administrator with survey concerns.
• Evaluates warranty claims and concerns, and makes sound decisions on warranty requests.
• Performs other duties as assigned.
   
  EXPERIENCE REQUIREMENTS: Generally requires a minimum of two (2) years of experience in Customer Service or Call Center.
  EDUCATION REQUIREMENTS:  High school diploma required.
   
  OTHER SKILLS AND ABILITIES:
   
• Superior customer service and follow through skills
• Excellent verbal and written communication skills
• Attention to detail
• Ability to multi-task in a fast-paced, deadline driven and constantly changing environment
• Flexibility to switch gears with little notice
• Excellent organization skills
• Ability to prioritize workload, meet deadlines and understand when to escalate potential issues
• Basic math skills
• Must be internal and external customer focused
• Strong interpersonal skills with the ability to use tact and diplomacy; must be team player
• Analytical abilities
• Must be self-motivated with ability to use own initiative
   
  SUPERVISORY RESPONSIBILITIES:  None
   
  CONTACTS:
   
  Internal:  Parts Dept., Sales and Marketing
   
  External: Dealers, Customers parents and kids at Amateur events. 
   
  JUDGEMENT/REASONING ABILITY:  Ability to recognize discrepancies and resolve problems quickly using sound judgment, poise and diplomacy.  Requires ability to use judgment and reasoning skills, and determine when issues need to be escalated.
   
  PHYSICAL DEMANDS:  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit; use hands and fingers, bend, stoop and reach with hands and arms. 
   

Ability to lift up to 35 pounds	<5% daily
Able to sit at a desk and use/view computer	90% daily
Able to hear and speak into a telephone	80% daily
Able to stand, bend, stoop, twist	20% daily

 
WORK ENVIRONMENT:  The noise in the work environment is usually moderate.  Other factors are:
 

• Ability to travel if needed.Travel is minimal in this position.
• Hectic, fast-paced with multi-level distractions
• Professional, yet casual office work environment
• Ability to work extended hours as required
   
  Required Pre-Hire Screenings:
  Criminal – Felony and Misdemeanor 7 Years
  National Criminal Data Base 7 Years
  Social Security Verification
  Driving Record
  NDOT Drug Screen
   
  TO SUBMIT YOUR RESUME:

1. Please apply by emailing your resume AND salary history to jobs@ktmnorthamerica.com.
2. Please indicate which position you are applying for in the SUBJECT line of your email. 
3. ONLY resumes submitted in response to a job posting will be considered.
4. LOCAL CANDIDATES ONLY, PLEASE.
5. NO PHONE CALLS, FAXES OR DROP-INS, PLEASE.

 
RATE OF PAY IS BASED UPON EXPERIENCE.  
 
We offer a comprehensive benefits package, including medical, dental, vision, short/long term disability, basic group/voluntary life insurance, voluntary worksite benefits and 401K.
 
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation as a result of your disability. To request an accommodation, contact an HR Representative at jobs@ktmnorthamerica.com.