Reporting to the Vice President of Sales & Marketing and is responsible for Customer Service & Technical Support functions within Segway Powersports. Customer Success Manager listens, talks, and help resolve conflicts with customers. This person is an expert communicator will be able to listen effectively to find the root cause of issues and communicate clearly and in a friendly way to solve the issue and keep the customer happy.
YOUR KEY RESPONSIBILITIES
- Must have excellent Communication Skills, Leadership Skills, Patience and Problem-Solving Skills.
- Take ownership of customers issues and follow problems through to resolution
- Customer service managers will need to motivate the team, work with them to make sure they abide by all company policies and procedures.
- Customer service managers might have to deal with confused or irate customers. Having patience will help you stay polite, even in stressful situations.
- You will have to solve customer issues, sometimes without seeing the actual problem firsthand. Being able to problem solve with a customer will help your job.
- Analyze statistics and compile accurate reports and send out weekly
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies, and standards
- Keep accurate records and document customer service actions and discussions
- Minimum 5 years’ experience in the Powersports Industry
- Experience with Microsoft Office software
- Experience in providing customer technical service support to customers
- Excellent knowledge of management methods and techniques
- Working knowledge of customer service software, databases, and tools like SAP
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- BS degree in Business Administration or related field
- Knowledgeable in other Powersports brands(including but not limited to Poliaris, BRp, Honda, Yamaha, Kawasaki etc.)
- Heavy knowledge on ATV, UTV, SSV Service operations and technical.
About Segway Powersports
We don’t just deliver the ultimate riding experience - we define it.