Customer Care Specialist

Kawasaki Motors Corp., U.S.A.•Lake Forest, CA

10d•$70,000 - $73,500

About The Position

The Customer Care Specialist communicates with consumers by phone, chat, letters, and email to determine appropriate actions and advocate for customer satisfaction. The role investigates and resolves retail customer issues involving warranties, parts, and dealers by reviewing relevant information, including product failure analysis, and compiling documentation to support resolutions. The specialist coordinates with internal departments to clarify concerns, identify solutions, and resolve issues. Using established guidelines and Kawasaki policies, the specialist independently determines and recommends appropriate solutions, follows up to confirm satisfactory resolution, and accurately records communications in the Product Support system. The role also requires maintaining current knowledge of Kawasaki products, services, promotions, and parts by attending training and reviewing materials about new products and programs, and composing responses to customer concerns by email, letter, or fax. Candidates must have a high school diploma or GED and one to two years of related customer service experience and/or training, or an equivalent combination of education and experience. A bachelor's degree and previous powersports dealership experience are preferred. The role requires strong communication, organization, prioritization, and attention to detail; basic mechanical knowledge; familiarity with Microsoft 365, CRM platforms, and dealership management systems; and the ability to work effectively in a fast-paced, high-stress team environment. The listed salary is $70,000–$73,500. Kawasaki offers a benefits program supporting employees and their families, including medical, dental, vision, and pet insurance; 401(k) matching; life and disability benefits; generous paid time off; up to 12 paid company holidays; and employee discounts on Kawasaki products. KMC is an Equal Opportunity Employer.

Requirements

High school diploma or GED.
One to two years of related experience and/or training in a customer service environment, or an equivalent combination of education and experience.
Excellent oral and written communication skills.
Basic mechanical knowledge and ability to understand technical terms.
Ability to prioritize and organize multiple competing tasks.
Strong attention to detail and deadline orientation.
Positive attitude, self-motivation, and ability to work as part of a team.
Ability to accept responsibility and perform in a fast-paced, high-stress environment.
Satisfactory attendance.
Strong working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
Experience with customer relationship management (CRM) platforms and dealership management systems (DMS).

Nice To Haves

Bachelor's degree (BA/BS) from an accredited four-year college or university.
Previous powersports dealership experience.

Responsibilities

Communicate with consumers by phone, chat, letters, and email to advocate for customer satisfaction.
Investigate and resolve retail customer issues involving warranties, parts, and dealer matters by reviewing relevant information, including product failure analysis, and compiling supporting documentation.
Coordinate with internal departments to clarify concerns, identify solutions, and resolve customer issues.
Independently determine appropriate courses of action using established guidelines.
Identify and recommend solutions that maximize customer satisfaction while adhering to Kawasaki policies.
Follow up to ensure customer concerns are resolved satisfactorily.
Accurately document communications and details in the Product Support system.
Maintain current knowledge of Kawasaki products, services, promotions, and parts by attending training and reviewing relevant materials.
Compose correspondence by email, letter, or fax in response to consumer issues and concerns.