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RV Dispute Resolution Expert

2 months ago

Texas, United States REV Group, Inc Full time

Position Overview:

The RV Dispute Resolution Specialist is tasked with managing conflict avoidance and resolving legal disputes within the Southeast Territory. This role serves as a crucial link between REV Group, Inc., its dealers, and the end-users of its RV products, ensuring that potential issues are addressed promptly and effectively.

About REV Group, Inc.:

As a prominent manufacturer in the RV industry, REV Group, Inc. has a rich history of over 65 years in producing high-quality Class A RVs under renowned brands such as Fleetwood, American Coach, and Holiday Rambler. Our commitment to innovation in construction and design sets us apart, ensuring that our customers enjoy a reliable and comfortable RV experience.

Key Responsibilities:

  • Conduct regular visits to assigned dealerships to monitor repair quality and expedite warranty services.
  • Assist dealers in conducting inspections and analyzing repair needs.
  • Act as a mediator to resolve customer issues that dealers cannot address through standard procedures.
  • Perform legal inspections in the field to manage customer disputes and prevent escalation.
  • Oversee communication with legal representatives regarding customer disputes related to RV products.
  • Draft responses to legal correspondence, acknowledging complaints and initiating resolution processes.
  • Collaborate with attorneys, dealers, and state agencies to formulate effective dispute resolution strategies.
  • Represent REV Group, Inc. in mediations, arbitrations, and court proceedings to defend the company's interests.
  • Facilitate the transfer of replacement units while adhering to legal disclosure requirements.
  • Identify opportunities for product improvement and enhance customer support processes.
  • Coordinate technical training for dealer service personnel to ensure adherence to best practices.
  • Evaluate the quality of support provided to dealers and work with management to address any issues.
  • Provide management with detailed reports following dealer visits, including warranty repair status and performance assessments.
  • Travel to dealers and customers approximately 25% of the time.
  • Perform additional duties as assigned.

Performance Metrics:

  • Effectiveness in handling cases, measured by resolution rates.
  • Cost management related to repurchases and settlements.
  • Customer retention rates based on successful dispute resolutions.
  • Reduction of legal actions through proactive measures.

Qualifications:

Education:

  • Bachelor's Degree preferred or equivalent professional experience.

Experience:

  • Three to five years in customer service or related fields.
  • Familiarity with consumer protection laws is advantageous.
  • In-depth knowledge of warranty policies and RV systems is preferred.

Skills:

  • Exceptional verbal and written communication abilities.
  • Strong negotiation and persuasion skills.
  • Proficient in relevant software and computer applications.
  • Ability to work independently in challenging situations.
  • Professional demeanor and positive representation of the company.
  • Analytical skills to interpret data and develop effective strategies.
  • Physical capability to perform job-related tasks, including lifting and using tools.

Employment Type: Full-time

Industry: Manufacturing, Motor Vehicle Manufacturing