Overview

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/HQV/WP product line as needed by the Dealer and 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

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