Customer Care Specialist

Company Description

Brinkley RV is a new manufacturer of towable recreational vehicles based in Goshen, IN, serving customers who value quality craftsmanship and dependable travel experiences. As a growing company in the RV industry, Brinkley RV offers team members the opportunity to contribute to building a strong brand from the ground up. The organization focuses on innovation, attention to detail, and customer satisfaction as core drivers of its success.

Brinkley RV values collaborative work, continuous improvement, and a customer-first mindset in all departments.

Department:
Customer Experience

Employment Type:

Full Time

The Customer Care Specialist serves as a key point of contact for dealers and customers, ensuring a seamless ownership experience. This role is responsible for timely follow-ups, accurate warranty and service claim submissions, and protecting the overall customer experience. The ideal candidate is detail-oriented, organized, and passionate about providing world-class service to RV owners and dealer partners.

• Ensure all customer and dealer follow-ups are addressed daily to maintain strong relationships and timely communication.
• Process and submit warranty and service claims within 24 hours, ensuring accuracy and compliance with manufacturer guidelines.
• Serve as an advocate for the customer, protecting and enhancing the RV ownership experience by addressing concerns professionally and promptly.
• Collaborate closely with internal departments including Production, Warranty, Technical Support, and Dealer Services to resolve issues efficiently.
• Maintain detailed records of customer interactions, claims, and resolutions in the CRM or warranty management system.
• Monitor open cases and follow-ups to prevent delays and ensure all cases are tracked to resolution.
• Identify recurring issues or trends and provide feedback to internal teams to support continuous product and service improvement.

• Previous experience in customer service, dealer support, or warranty processing within manufacturing, preferably in the RV, automotive, or recreational vehicle industry.
• Strong written and verbal communication skills to effectively interact with customers, dealers, and internal teams.
• Excellent organizational and time-management skills to meet daily follow-up and claims deadlines.
• High attention to detail and accuracy when handling claims and customer information.
• Proficiency with CRM systems, warranty management software, and standard office applications.
• Positive, proactive, and empathetic approach to customer interactions.

• RV Industry Knowledge & Customer Focus
• Timely Follow-Up & Accountability
• Problem Solving & Process Improvement
• Attention to Detail & Organizational Skills