Customer Care Specialist

Description

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
• Claims Processing & Accuracy
• Communication & Collaboration
• Problem Solving & Process Improvement
• Attention to Detail & Organizational Skills