Owner Connections Specialist/Customer Service Rep

at Corps Team
Location Not Specified
Date Posted June 23, 2022
Category Call Centre / CustomerService
Job Type Not Specified

Description

A leader in the power sports industry is seeking an experienced Owner Connections Specialist/Customer Service Rep for a 6+ month contract assignment in their motorcycle group in Medina, MN.

JOB SUMMARY:

The Group' s primary mission is to build a brand based on customer obsession that is highly recommended by passionate owners. Within the team, the Customer Connection Specialist leads the way in relationship building, communication, critical thinking, and initiative to pioneer a new approach to customer engagement. The Customer Connection Specialist is a brand champion who delivers a personalized, high touch experience to help our customers navigate whatever road they' re on.

Responsibilities that include managing inbound contacts, proactively reaching out to new owners, monitoring Social Media forums, and interacting with customers at events provide the Connections Team with an opportunity to represent the voice of the customer to internal teams across the motorcycle division. As such, the team is uniquely positioned to drive strategy and continuous improvement on everything from promotions to vehicle design.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Rider Engagement

  • Communicate with customers in a highly personalized way; fluidly adapt to changes in conversation direction
  • Act as a unifying voice to facilitate problem solving, research, and dispute resolution between dealers, Dealer Services, Field Sales, and customers
  • Manage cases and time to follow-up with a commitment to swift resolution and consistent communication to customers
  • Provide product expertise on a variety of motorcycle products (bikes, accessories and apparel) representing the features and benefits; share personalized recommendations
  • Manage customer contacts from web/email sources
  • Monitor non-owned social channels (e.g., motorcycle forums) conversation and sentiment; respond publicly on behalf of the brand
  • Conduct proactive outreach to customers who have shared reviews via Medallia, Google, Yelp, Facebook and BazaarVoice
  • Engage with customers on product launch programs to provide a customized purchase experience

Brand Influencer

  • Drive customer obsession by influencing people across the organization to think of the customer in every decision
  • Generate process improvement ideas
  • Drive engagement on key business initiatives through dealer outreach
  • Partner with Service Engineering to ensure timely and effective resolution of immediate issues, and application to future design
  • Collaborate cross functionally with Marketing and Sales teams to ensure a flawless go to market experience for product launches and promotions
  • Represent division and company as spokesperson at corporate and product launch events, lead resolution of owner concerns

Organizational support

  • Diffuse and resolve complex customer situations - manage escalated customer contacts
  • Train and develop new team members on delivering a customer-obsessed experience through best practices
  • Report and investigate sources of product leaks on non-owned social channels

SKILLS, KNOWLEDGE & EDUCATION:

  • Bachelor' s degree
  • Technical/Mechanical aptitude
  • Knowledge of Microsoft Outlook, Microsoft Office Suite, and SharePoint
  • Cross-functional influencing capabilities, able to work well across and up and down the organization
  • Excellent oral and written communication skills; proficient in explaining complex situations to customers in an easy-to-understand fashion
  • Analytical problem-solving skills- balance practical experience with creative solutions and consistent follow-up
  • Ability to multi-task in a fast-paced, varied environment with a commitment to delivering results
  • A passion for the motorcycle lifestyle that the team is promoting to their customers and the public
  • Motorcycle, Powersports, or automotive dealership experience preferred
  • AS400 experience preferred

Drop files here browse files ...