Malibu TN Customer Service Rep

MBI - Malibu Boats, Inc • Loudon, TN

1d • Hybrid

About The Position

This position is for a Customer Service Representative / Order Processor / Data Entry. The primary roles include answering incoming calls from dealers and consumers, processing orders and warranty claims, data entry, answering inquiries and questions, handle complaints, troubleshoot basic problems and provide information.

Requirements

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or one year related experience and/or training; or equivalent combination of education and experience.
• Proficient in relevant computer applications.
• Knowledge of customer service principles and practices.
• Customer service experience.
• 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 with empathy.
• 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 this Customer Service Representative is that of an individual contributor who has attained the skill set required to quickly, effectively, and efficiently make decisions and process data within a complex system.
• Proven ability to work independently.
• Ability to communicate effectively with others in the work group, dealer personnel, and consumers.
• The employee must enjoy customer service.
• The employee 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.
• Must be able to troubleshoot problems and provide answers to our customer’s inquiries.
• Extensive data entry and administrative duties such as faxing, copying, filing and compiling research.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.
• Motivation: Measures self against standard of excellence.
• Quality: Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.
• Attendance/Punctuality: Is consistently at work, on time and complies with Malibu Boats attendance policy.
• Dependability: Takes responsibility for own actions.

Nice To Haves

• Three years or more experience in a call center environment preferred
• Relevant product knowledge related to the marine industry a plus.
• Over 3 years prior experience in a high-volume data entry role.

Responsibilities

• Process orders, warranty claims, and warranty registrations.
• Answer calls and emails professionally.
• Respond to dealer and consumer inquiries.
• Research required information using available resources.
• Manage and resolve dealer and consumer concerns / 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.
• Administrative and other tasks as assigned.
• Assist with year-end physical inventory, may require working over a weekend.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree