Customer Service Tech Agent Job South Bend area,Indiana USA,Customer Service/HelpDesk

Summary / Objective

Customer Service Technical Representative is expected to provide information about organization’s products and services, handle customer complaints, and process orders. Motivated to maintain customer satisfaction and contribute to company success, they must establish a rapport with clients, be reliable, and driven with strong time management and prioritization abilities. They rely on experience and judgment to plan and accomplish goals, perform a variety of tasks, and exhibit a degree of creativity, discretion, and latitude.

Duties

and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Answer customer inquiries by clarifying desired information. Research, locate, and effectively communicate customer questions and concerns:

Fulfills requests by clarifying desired information, completing transactions, and forwarding requests.

Maximizes revenue opportunities through upselling avenues including maintenance and upgrade opportunities.

Demonstrates an ability to know LCI products with a full understanding of how they mechanically relate to RVs and the industry.

Maintains knowledge of current and historical product operation, application, and troubleshooting.

Serves and treats all customers with exceptional customer service and professionalism.

Provides technical advice, service, and support to customers.

Resolves problems by clarifying issues, researching and exploring answers, finding alternative solutions, implementing solutions, and escalating unresolved problems.

Maintains the call center database by entering information into Salesforce.

Frequently utilizes good judgement to effectively conclude customer inquiries.

Updates job knowledge through recurring product training sessions.

Recognizes, documents, and alerts the supervisor of trends in customer calls.

Is computer‑literate with the ability to learn customer service software applications.

Exhibits professional verbal and written communication skills.

Builds and maintains relationships with customers by having a keen awareness of the customer journey and continuously striving to make the journey as positive and profitable as possible.

Conducts self as a team member with co‑workers to foster a healthy and professional working environment.

Working Conditions

Primarily working indoors in an office environment.

May sit for several hours at a time.

Prolonged exposure to computer screens.

Repetitive use of hands to operate computers, printers, and copiers.

Qualifications

Strong technical aptitude, preferably in LCI parts and RV applications.

Articulate oral and written communication skills with the ability to communicate with a wide variety of customers by telephone, electronically, or face to face.

Ability to utilize all available resources including co‑workers.

Able to interpret customers’ description of their coach problems and translate those into clear instructions for the service technicians.

Communication skills are required to connect staff and customers for a positive customer service experience.

Ability to always maintain a professional demeanor and positive attitude.

Demonstrates experience in sequential processing—utilizing multiple software programs and talking on the phone.

Ability to assess and evaluate the work of technicians.

Knowledge of company policies and procedures.

Ability to reflect LCI core values in both customer interaction and the interaction of co‑workers.

Essential Functions

Resolving issues and troubleshooting technical problems.

Providing proactive customer outreach.

Accurately processes and records call transactions.

Offers alternative solutions where appropriate.

Communicates clearly and effectively with end users, colleagues, and management.

Competencies

Communication proficiency/coaching.

Organizational skills.

Initiative.

Time management.

Process improvement.

Decision making.

Quality management/control.

Supervisory Responsibility

This role does not have any supervisory responsibility upon hiring.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. This position requires sitting, data entry, and using a…