RV Technical Support Specialist - Phone Support
About The Position
The RV Technical Support Specialist provides phone-based technical support and troubleshooting assistance to customers experiencing issues with their RV. The primary goal of this position is to resolve customer concerns during the initial call whenever possible and reduce unnecessary transfers to dealership Service departments. This position will assist customers with common RV systems and concerns, including electrical systems, batteries, plumbing, water heaters, HVAC systems, refrigerators, appliances, slide-outs, leveling systems, solar systems, converters/inverters, and other RV components.
Requirements
- Prior experience in RV service, repair, service advising, warranty, or parts is required, along with demonstrated knowledge of common RV systems and the ability to guide customers through troubleshooting by phone.
- Advanced computer skills with Google Mail, Sheets, Docs, Calendar, internet software, and Sys2K (Dealer Management Software).
- Excellent communication and organizational skills.
- Comfortable working in a fast-paced environment with frequent task switching.
Nice To Haves
- High school diploma or GED; or one to three months related experience and/or training; or an equivalent combination of education and experience.
Responsibilities
- Answer customer calls involving RV technical or operational concerns.
- Diagnose issues by asking appropriate troubleshooting questions.
- Guide customers through safe, approved troubleshooting steps.
- Assist with common RV systems, components, and appliance concerns.
- Determine whether an issue can be resolved remotely or requires Service, Parts, Warranty, or technician assistance.
- Accurately document the customer's concern, troubleshooting performed, and resolution.
- Provide clear documentation when escalating an issue to another department.
- Follow up on unresolved technical concerns when needed.
- Work with Service teams to identify common issues and develop troubleshooting resources.
- Provide knowledgeable, professional, and customer-focused support.
- Answer phone calls in a prompt, friendly, and professional manner.
- Conduct client interviews and verify information using the FTRV word track.
- Handle online chats as needed to support customers in real time.
- Locate or create company entities in the CRM by searching names or phone numbers.
- Create and assign tasks based on customer needs and internal workflows.
- Follow up on Priority 7 Tasks via the Task Command Center and alert users of overdue tasks.
- Hot transfer calls to the appropriate party or department efficiently.
- Check phone lines each morning and report issues to the supervisor promptly.
- Perform other duties as assigned by Management.
- Monitor the New Leads Report for Parts and Service to ensure timely response.
- Use Interact to confirm lead parsing and assist with lead flow as needed.
Benefits
- Competitive salary based on experience.
- Medical, dental, and vision coverage.
- Life insurance.
- 401(k) with company match.
- Paid time off and holidays.
- Holiday Savings Plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
