Customer Relations Representative

Summary

This position is for a Customer Service Representative. The primary roles include answering incoming calls from dealers and consumers, processing orders and warranty claims, answering inquiries and questions, handle complaints, troubleshooting problems and providing information.

Essential Duties and Responsibilities

• Provide technical expertise (from a practical and theoretical perspective) related to current and past models for the Pursuit brand
• Create best practice service instructions for dealers
• Process orders, warranty claims, and preliminary review forms
• Answer calls professionally
• Respond to dealer and consumer inquiries
• Research required information using available resources
• Manage and resolve dealer and consumer concerns and questions quickly
• Provide dealers and consumers with product and service information
• Enter consumer information in CRM system
• Identify and escalate priority issues
• Follow up as necessary to ensure case closure
• Track actions / contacts
• Other duties may be assigned.

Education and/or

Experience:

Associate's degree (A.

A.) or equivalent from two-year college or technical school preferred;
Five years of related experience and/or training; or equivalent combination of education and experience;
Proficient in relevant computer applications;
Knowledge of customer service principles and practices;
Three years or more experience in a call center environment preferred;
Excellent data entry/keyboard skills;
Knowledge of administration and clerical processes;
Relevant product knowledge related to the marine industry a plus

Language

Skills:

Ability to read, analyze, and interpret complex documents. Ability to respond effectively to sensitive inquiries or complaints.

Mathematical

Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Other

Qualifications:

• The key role of the Customer Service Representative is that of an individual contributor who has attained the skill set required to quickly, effectively, and efficiently offer advanced Technical Solutions, make decisions, and process data within a complex system. The preferred candidate will have diverse background in electrical, mechanical, and testing aspects of boat building and actual usage of boats for the purpose of analyzing and resolving complex service issues.
• Knowledge of electrical, mechanical and hydraulic systems.
• The employee should also be able to successfully fulfill a data entry role, as well as a proven ability to work independently and to communicate effectively with others in the work group, dealer personnel, and consumers.
• The employee must enjoy customer service. He or she must have the ability to use various computer programs;
  Microsoft Word, Excel, Outlook, 10-key pad, databases, etc. The employee must project a professional image at all times and must be able to troubleshoot problems and provide answers to our customers inquiries. Position requires extensive data entry and administrative duties such as faxing, copying, filing and compiling research.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Continuous/C = 67-100%, Frequent/F = 33-66%, Occasional/O = 33%, None/N

a. Sits 8 hours

b. Stands 1 hours

c. Walks 1 hours

d. Drives 0 hours

Employee Lifts and/or Carries: type amount of weight in each area

Maximum: 50 (lbs) Frequently: 15 (lbs) Occasionally: 30 (lbs)

Employee uses Hands for repetitive activities:

a. Simple Grasping:
Right, Constant Left, Constant

b. Pushing/Pulling:
Right, Frequent Left, Frequent

c. Fine Manipulation:
Right, Frequent Left, Frequent

Employee uses Feet for repetitive activities:

a. Right:
Occasional Left:
Occasional

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