Customer Service Tech Agent

Overview

Who We Are: Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.

Why We Are Different: At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members’ unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

Duties And Responsibilities

• Answer customer inquiries by clarifying desired information.
• Researching, locating, and effectively communicating to all customer questions and concerns.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Maximize revenue opportunities through upselling avenues including maintenance and upgrade opportunities.
• Demonstrate an ability to know LCI products with a full understanding of how they mechanically relate to the RVs and the industry.
• Be knowledgeable of current and historical product operation, application, and troubleshooting.
• Serve and treat all customers with exceptional customer service and professionalism.
• Provide technical advice, service, and support to customers.
• Resolve problems by clarifying issues; researching and exploring answers, finding alternative solutions; implementing solutions; and escalating unresolved problems.
• Maintain 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.
• Recognize, document, and alert the supervisor of trends of customer calls.
• Computer literate with the ability to learn customer service software applications.
• Professional verbal and written communication skills.
• Build and maintain relationships with customers by having a keen awareness of the customer journey and continuously strive to make the journey as positive and profitable as possible.
• Conduct self as a team member with co-workers to foster a healthy and professional working environment.

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.
• Able 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.
• To always maintain a professional demeanor and positive attitude.
• Demonstrate experience in sequential processing - utilizing multiple software programs and talking on the phone.
• Able to assess and evaluate the work of technicians.
• Knowledge of company policies and procedures.
• To reflect LCI core values in both customer interaction and the interaction of co-workers.