Customer Care Specialist

Key Areas of Responsibility

• Promptly address inquiries from users of Newmar products by providing answers during the first point of contact or by assisting them until the reason for their inquiry has been resolved.
• Document accurately and promptly all customer interactions, including inquiries, complaints, and resolutions in Newmar’s CRM system.
• Collaborate with cross-functional teams to resolve customer issues and provide timely solutions.
• Aid customers with basic product operation questions, guiding them through level one type troubleshooting.
• Provide customers with basic product features, functionalities, and best practices to enhance the customer's experience.
• Escalate unresolved issues to the proper individuals or teams and follow up with the customer and those working on the issue(s) to ensure resolution.
• Maintain the product knowledge required to provide accurate and effective support to customers.
• Understand and retain a thorough understanding of Newmar’s current practices and procedures related to providing customers with service.
• Provide continuous feedback to the Customer Service Manager and other leaders as appropriate with ways to enhance the customer experience.
• Complete other duties as assigned by the Customer Service Manager or other members of the Executive team.

Key Attributes

• Demonstrated commitment to providing exceptional customer service.
• Ability to build relationships with customers that enhance the customer experience.
• Strong problem solving and problem resolution skills.
• Ability to multitask in a fast-paced environment.
• Effective interpersonal communication skills.
• Good written communication skills.
• Able to comprehend technical details of a product and the product’s function.
• Able to work effectively, independently or collaboratively in a team environment.
• Able to be on call nights and weekends to provide after-hours customer service.

Education & Experience

• A high school diploma or GED is required.
• An associate or bachelor’s degree is preferred.
• Several years of experience in a customer relations position, preferably in the RV industry.
• Proficiency in the use of a CRM software and Microsoft Office Word, Excel, and Outlook.

Hours

The hours for this position will be from 11:30 am to 8 pm.