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RRG - Representative Customer Service

Date: Jan 7, 2021

Location: Decatur, IN, US, 46733

Company: REV Group, Inc.

Additional Locations:  
Requisition ID: 6990

REV Group (NYSE: REVG) is a leading designer, manufacturer and distributor of specialty vehicles and related aftermarket parts and services. REV serves a diversified customer base primarily in the United States through three segments: Fire & Emergency, Commercial and Recreation. REV provides customized vehicle solutions for applications including: essential needs (ambulances, fire apparatus, school buses, mobility vans and municipal transit buses), industrial and commercial (terminal trucks, cut-away buses and street sweepers) and consumer leisure (recreational vehicles (“RVs”) and luxury buses). REV’s brand portfolio consists of 30 well-established principal vehicle brands including many of the most recognizable names within our served markets. Several of REV’s brands pioneered their specialty vehicle product categories and date back more than 50 years.

 

Job Title: CSR – Dealer Technical Representative

 

FLSA status: Non Exempt - This is an hourly – paid position.

Reports to:  National Warranty Manager

Job Overview:

The CSR – Dealer Technical Representative is a key position that is responsible for assisting the Warranty Manager in the overall performance of the Warranty Department with emphasis on providing technical assistance to REV dealerships, issuing warranty approvals and administering REV RV warranty policies and procedures.

 

Primary Responsibilities:

 

  • Issue approvals for authorization of warranty work to be performed within the guidelines of REV RV’s Warranty policies and procedures.
  • Learn and maintain a high level of technical expertise, product knowledge and policy knowledge to provide the most accurate and efficient levels of customer/dealer service
  • Assist with incoming telephone calls and written correspondence concerning warranty coverage, technical assistance, and information requests from dealers.
  • Provide prompt problem resolution for customer/dealer issues/concerns
  • Requires ability to document follow up records relative to a unit’s history.
  • Communicates escalated dealer or customer issues as required to ensure prompt resolution.
  • Provide feedback to management regarding service failures, quality issues or customer concerns.
  • Knowledge and compliance of REV RV Warranty policies and procedures to ensure uniform application by dealers and make recommendations for corrective measures as required
  • Understand the warranty and processes of supplier component parts, and obtain supplier approval consistent with standard work procedures
  • Assist dealerships in locating appropriate dealers to perform warranty work for transient consumers
  • Responsible for approval of repairs at non-authorized dealerships
  • Performs other duties as assigned.

 

Requirements (education, experience, travel, physical, work environment):

 

  • High School Diploma or equivalent
  • Minimum 1-2 years of customer service or a related field experience.
  • Experience in manufacturing, motor home repair, construction and/or working with other technical products is a plus
  • Requires motor home technical and product experience or technical aptitude.
  • Good analytical and problem-solving abilities
  • Ability to work under pressure
  • Excellent customer service and interpersonal skills
  • Strong verbal and written communications skills
  • Strong listening skills
  • General computer skills and comprehension of applicable systems and appropriate software packages
  • Ability to multi-task, prioritize and manage time effectively
  • Ability to work effectively both as a team player and as an individual contributor.
  • Strong organizational and self-motivation skills
  • Involved in or lead projects as required.
  • Ability to work safely and recognizes issues that may be unsafe and take appropriate actions to mitigate risks
  • Work overtime as required
  • Positive attitude

 

 

Commitments:

 

  • Treat all employees, dealers and customers fairly, courteously and with dignity
  • Maintain positive relationships with dealers, customers and employees
  • A team player who is focused on providing exemplary customer/dealer service
  • Demonstrates continuous willingness to meet commitments
  • Focus on quality and service
  • Maintains high level of technical expertise, product knowledge and policy knowledge to provide efficient levels of customer/dealer service

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Nearest Major Market: Fort Wayne