RV Legal Dispute Resolution Representative

POSITION PURPOSE: The RV Dispute Resolution/Field Service Representative is responsible for escalation avoidance and litigation resolution. They will serve as the liaison between REV Recreation Group, its dealer and end-users of its products to prevent escalation at its earliest possible level.

CRITICAL INFORMATION:

• Reports To: National Warranty Manager
• Key Relationships: Managers, Customers, Peers, Dealers, Suppliers, Mediators, Attorneys
• Number & Title of Direct Reports: None

PRIMARY RESPONSIBILITIES:

• Visits assigned dealers on a rotating schedule to ensure timely throughput and quality of repairs, and intervene as necessary to correct any delays in providing quality and timely warranty services.
• Assists dealers with inspection and repair analysis.
• Mediates and solves customer relation issues, where the dealer has been unable to solve a concern through normal procedures.
• Conducts legal field inspections to address customer disputes and to prevent pre-legal concerns from escalating.
• Manages and controls attorney and legal contacts regarding customer disputes involving RV products
• Researches and formulates responses to all attorney or legal correspondence regarding problems with RV products to acknowledge receipt of complaint and begin the resolution process.
• Communicates and recommends course of action with plaintiff and corporate attorneys, the RRG escalation committee, dealers, chassis manufacturers’ representatives and state agency associates to resolve customer disputes.
• Represents REV Recreation Group and defends the company’s position at mediations, arbitration hearings, depositions, mandatory settlement conferences, trials and small claims court cases to resolve the customer disputes and mitigate risk and cost to the company.
• Facilitates the transfer of replacement units while ensuring compliance with state, federal and legal disclosure requirements.
• Identifies and communicates opportunities to improve products, customer support literature and internal procedures to reduce cost and mitigate risk to the company
• Coordinates the technical training of the dealer’s service/parts personnel through REV’s service education programs and encourages certification in applicable associations to ensure best practices are employed.
• Assesses the quality and responsiveness of the support provided to the dealer by REV Recreation Group and works with management to correct any deficiencies in responsiveness.
• Advises the REV Recreation Group sales team of any dealer issues that may exist regarding the dealer/manufacturer relationship.
• Provides management with a summary report of each dealer visit including but not limited to units currently in the dealers service department for warranty repairs, progress summary of dealer’s performance, other areas observed and/or discussed with dealer personnel.
• Traveling to customers and dealers approximately 25% of the time.
• Performs other duties as assigned.

KEY BUSINESS MEASURES:

• Case handling performance as measured in number of cases and successful resolution
• Repurchase Costs
• Case settlement costs and the cost savings from initial financial exposure
• Customer retention based on successful settlements and trades verses repurchase
• Reduction of lawsuits by effective pre-litigation action that results in litigation not being filed

HIRING PROFILE:

Education:

• Bachelor’s Degree preferred or equivalent work experience

Work Experience:

• Three to five years of customer service related experience or greater
• Knowledge of state and federal consumer protection laws and requirements helpful
• Extensive knowledge of warranty policies and procedures preferred
• Extensive knowledge of RV systems, design and operating characteristics preferred
• Previous service advisor, customer service or warranty administration experience preferred

Other:

• Superior verbal and written communication skills to accommodate the differing needs and wide range of involved parties
• Strong ability to negotiate and persuade others to understand and accept the company’s position

• Strong computer/typing skills and comprehension of appropriate software packages
• Ability to work independently under adversarial conditions with limited immediate supervision
• Presents a professional demeanor and positive impression
• Strong ability to interpret information, analyze data and develop strategies and recommendations to resolve customer concerns
• Ability to make and implement decisions based on available information
• Ability to read and understand production prints and wiring diagrams
• Ability to work in a fast-paced and multi-tasked environment with excellent job organization
• While performing the duties of this job, the employee is regularly required to stand; use hands to handle, or feel objects, tools or controls; and reach with hands and arms. The employee frequently is required to walk. The employee is occasionally required to stand, climb or balance, stoop, kneel, crouch, or crawl. The employee is required to sit and talk and hear. Other physical requirements include: ability to regularly lift and/or move up to 40#’s without assistance, ability to work from various squatting, kneeling or bending positions, ability to work with arms above head, ability to safely use specified hand, air, power tools, and machinery.

NOTICE FOR CALIFORNIA RESIDENTS

Effective January 1, 2020, pursuant to the California Consumer Privacy Act of 2018 (as amended, the "CCPA"), if you are a California resident, you may have certain additional rights. Please click on the link for a description of those rights and how California residents may exercise them.