Customer Service Tech Agent

4 days ago

South Bend, United States Lippert Full time

Overview:
**Customer Service Tech Agent**

**Who We Are**:
Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.

**Why We are Different**:
At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members’ unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

**What You will Get**:

- A unique, inclusive and supportive company culture.
- Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more
- Fair and competitive compensation.
- Career development and mentoring and opportunities to gain experience.
- Holiday, personal and vacation days.

**Summary/Objective**:
Customer Service Technical Representative is expected to provide information about organization’s products and services, handles customer complaints, process orders. Motivated to maintain customer satisfaction and contribute to company success. Has the ability to establish a rapport with clients, be dependable, and driven with strong time management and prioritization abilities. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. A degree of creativity, discretion, and latitude is expected.

**Duties and Responsibilities**:

- Fulfills requests by clarifying desired information; completing transactions; forwarding requests
- Maximize revenue opportunities through upselling avenues including maintenance and upgrade opportunities
- Demonstrate an ability to know LCI products with a full understanding of how they mechanically relate to the RVs and the industry
- Serve and treat all customers with exceptional customer service and professionalism
- Provide technical advice, service, and support to customers
- Resolve problems by clarifying issues; researching and exploring answers, finding alternative solutions; implementing solutions; and escalating unresolved problems
- Maintains call center database by entering information into Salesforce
- Frequently utilizes good judgement to effectively conclude customer inquiries
- Updates job knowledge through reoccurring product training sessions
- Build and maintain relationships with customers by having a keen awareness of the customer journey and continuously strive to make the journey as positive and profitable as possible

**Working Conditions**:

- Primarily working indoors, office environment.
- May sit for several hours at a time.
- Prolonged exposure to computer screens.
- Repetitive use of hands to operate computers, printers, and copiers.

**Qualifications**:

- Customer Service Experience
- High school degree or GED

**Essential Functions**:

- Resolving issues and troubleshooting technical problems
- Providing proactive customer outreach
- Accurately process and record call transactions
- Offer alternative solutions where appropriate
- Ability to read and interpret product specifications/prints
- Ability to review and interpret product defect photos
- Articulate oral and written communication skills with the ability to communicate with a wide variety of customers by telephone, electronically, or face to face
- Able to interpret customers’ description of their Coach problems and translate those into clear instructions for the service technicians
- Ability to assess and evaluate the work of technicians

**Competencies**:
Team Player: Demonstrates the ability to collaborate effectively with colleagues from diverse backgrounds, fostering a supportive and inclusive work environment. Actively participates in team discussions, shares knowledge and expertise, and contributes to collective goals while respecting differing opinions and perspectives.

Communication Proficiency: Possesses strong verbal and written communication skills to convey ideas, information, and instructions clearly and effectively. Listens actively to others, asks clarifying questions, and provides feedback in a constructive manner. Demonstrates proficiency in adapting communication style to suit different audiences and contexts.

Organizational Skills: Exhibits excellent organizational abilities to manage multiple tasks, priorities, and deadlines efficiently. Demonstrates meticulous mindfulness in planning and executing projects, maintaining accurate records, and tracking progress. Effectively utilizes tools and systems to streamline

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