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Dealer CSR Service Parts

4 months ago

Macon, United States Blue Bird Full time

Blue Bird (NASDAQ: BLBD) is recognized as a technology leader and innovator of school buses since its founding in 1927. Our dedicated team members design, engineer and manufacture school buses with a singular focus on safety, reliability, and durability. School buses carry the most precious cargo in the world - 25 million children twice a day - making them the most trusted mode of student transportation. The company is the proven leader in low- and zero-emission school buses with more than 20,000 propane, natural gas, and electric powered buses in operation today. Blue Bird is transforming the student transportation industry through cleaner energy solutions. For more information on Blue Bird's complete product and service portfolio, visit www.blue-bird.com.

We are pleased to share that we have a career opportunity for a Dealer Customer Service Representative as a member of the Blue Bird Parts & Services Team.The Customer Service Representative - Dealer (CSR) serves as the first point of contact for technical or parts assistance from dealers or customers, determining the best solution based on the issue and/or escalate to the next level of support.

JOB SUMMARY:

Reporting to the Customer Service Manager, this role is responsible to meet personal and departmental goals specific to ticket response satisfaction and timeliness of resolution. The CSR will also serve as the subject matter expert to support parts training content to be developed by the Academy team and host periodic dealer training events as needed. This role works closely with the Regional Product Support Manager to evolve our dealerships to be the most capable in the school bus industry and increase parts sales.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Respond to user inquiries and provide support via internal ticketing software, phone, email, and chat in a timely and professional manner while keeping accurate records of interactions, transactions, comments, and complaints, including details of actions taken
  • Research, diagnose, document, and resolve issues reported by users and work towards a timely resolution, escalating complex issues to the appropriate team or departments when necessary.
  • Follow up with users as needed to ensure their technical issues have been resolved and their satisfaction is met.
  • Provide technical parts information, answer ship date questions and process return goods authorizations
  • Process order requests, PO confirmation, pricing requests, drop ship support, process parts credits and address invoicing questions
  • Collaborate with the product development team to communicate customer feedback, identify recurring issues, and contribute to ongoing product improvements.
  • Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills.
  • Perform other related duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
  • Experience with ticket management software, ERP systems and Microsoft Office Suite
  • Strong understanding of dealership operations including order management and processing
  • Extensive knowledge of school bus products or Medium/Heavy truck is desired.
  • Must be able to work in a team atmosphere
  • Must possess excellent communication skills, be people oriented and a proven problem solver while handling multiple tasks
  • Capable of reading and understanding diagrams/schematics
EDUCATION AND EXPEREINCE:
  • Associates Degree in Business Administration or a related field; preferred OR
  • Technical Certification in Automotive or Diesel Technology or a related field; OR
  • 3 years' experience in a dealership or manufacturing environment (sales support, technician, specialist)
WE VALUE
  • Ability to anticipate and understand customer needs and provide guidance;
  • Excellent interpersonal and customer relationship skills to handle difficult and sensitive matters;
  • Effective communication and ability to communicate complex compensation details in a clear manner;
  • Working in a collaborative team and balancing the needs of individual stakeholders while delivering corporate objectives.


*The specific statements shown in each section of this description are not intended to be all-inclusive.They represent typical elements and criteria necessary to successfully perform the job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Blue Bird's winning culture is fueled by our ability to respect, encourage, celebrate and embrace the unique perspectives of all of our employees.We are proud to be an Equal Opportunity and Affirmative Action employer who is committed to providing all of our employees with a work environment free of discrimination or harassment.We base our employment decisions on business needs, job requirements and individual qualifications, without regard to race, color, national, social or ethnic origin, religion, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire.