Customer Relations Representative

MBI - Malibu Boats, Inc•Harmony Heights, FL

About The Position

This position is for a Customer Service Representative. The primary roles include answering incoming calls from dealers and consumers, processing orders and warranty claims, answering inquiries and questions, handle complaints, troubleshooting problems and providing information.

Requirements

Associate's degree (A. A.) or equivalent from two-year college or technical school preferred; Five years of related experience and/or training; or equivalent combination of education and experience
Proficient in relevant computer applications
Knowledge of customer service principles and practices
Excellent data entry/keyboard skills
Knowledge of administration and clerical processes
Ability to read, analyze, and interpret complex documents.
Ability to respond effectively to sensitive inquiries or complaints.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The key role of the Customer Service Representative is that of an individual contributor who has attained the skill set required to quickly, effectively, and efficiently offer advanced Technical Solutions, make decisions, and process data within a complex system.
The employee should also be able to successfully fulfill a data entry role, as well as a proven ability to work independently and to communicate effectively with others in the work group, dealer personnel, and consumers.
The employee must enjoy customer service.
He or she must have the ability to use various computer programs; Microsoft Word, Excel, Outlook, 10-key pad, databases, etc.
The employee must project a professional image at all times and must be able to troubleshoot problems and provide answers to our customers inquiries.
Position requires extensive data entry and administrative duties such as faxing, copying, filing and compiling research.

Nice To Haves

Three years or more experience in a call center environment preferred
Relevant product knowledge related to the marine industry a plus
The preferred candidate will have diverse background in electrical, mechanical, and testing aspects of boat building and actual usage of boats for the purpose of analyzing and resolving complex service issues.
Knowledge of electrical, mechanical and hydraulic systems.

Responsibilities

Provide technical expertise (from a practical and theoretical perspective) related to current and past models for the Pursuit brand
Create best practice service instructions for dealers
Process orders, warranty claims, and preliminary review forms
Answer calls professionally
Respond to dealer and consumer inquiries
Research required information using available resources
Manage and resolve dealer and consumer concerns and questions quickly
Provide dealers and consumers with product and service information
Enter consumer information in CRM system
Identify and escalate priority issues
Follow up as necessary to ensure case closure
Track actions / contacts
Other duties may be assigned.