Customer Service Specialist

Forest River•Elkhart, IN

26d•Onsite

About The Position

Forest River, Inc., the Nation’s largest manufacturer of Recreational Vehicles, Cargo Trailers, Transit Buses and Boats has an immediate opening. The position of a Customer Service Specialist is designed to assist customers with their service needs. Often customers call for information on how to properly utilize their RV or when their RV needs warranty service. This position is developed to ensure our consumers get the best possible experience with Forest River, build relationships, prioritize their needs, and to continually work with them until they are completely satisfied with their recreational vehicle. Consumers contact you because they want your help. Forest River offers a stable work environment that is fast paced. Our employees enjoy a highly competitive Wage and Benefit Package. We are looking for dedicated individuals with experience in the Industry as well as other Manufacturing Processes.

Requirements

Experience in the Industry
Experience in other Manufacturing Processes

Nice To Haves

Unless it is an easy “how to” question, first contact should always be made telephonically and not by email to build a relationship between Forest River and the consumer.

Responsibilities

Answer customer contacts by email & phone, provide a pleasant conversation, listen to their needs in full and determine the best way to assist them in resolving their questions or service needs.
Respond to all communications timely & professionally
Listen and determine what the consumer’s issue is and be empathetic to their needs
Guide customers through our online owner’s information and/or videos
Provide goodwill services or parts when situation arise that should be taken care of
Provide answers on how we will resolve the problem or what we can do to help
Get dates their vehicles will be in for service, give dates you will provide updates for the dealers & consumers
Make a follow up plan with the consumer and follow it
Note all conversations, communications, and attempts to contact dealers & consumers in vin notes
Contact the dealer about the customers service needs and communicate the dealer’s response to the consumer
Authorize warranty or goodwill claims when appropriate
Express parts to dealers or consumers to speed up repairs or services when appropriate
Schedule service appointments for factory service when necessary , inspect units pre and post repairs.
Update consumers on progress of factory repairs
Reimburse consumers for out of pocket services with manager’s approval.
Continually calendar and follow up with the dealer & consumer while their RVs are in for service
Be proactive instead of reactive when dealing with customer matters
Provide goodwill compensation or warranty extensions with manager’s approval when customers are unhappy