Customer Experience Representative - Part Time

12 Month Contract - Part Time Customer Service Representative 

Provide industry leading consumer service to end users and inject the voice of the consumer throughout the company and its dealer network.Work in a team environment supporting and training first level consumer service and handle escalated casest to deliver satisfactory service solutions to customers.

ESSENTIAL DUTIES RESPONSIBILITIES:

• Supports outsource contact center personnel with tools, process and information to drive customer satisfaction.
• Interact with customers via email and over the phone to solve order and product related issues
• Use resources to assist in the buying decision of customers using company managed websites and online Marketplaces.
• Be Subject Matter Expert on company vehicles,parts and accessories;providing accurate fitment,diagnosis and support to Customers Ensures that customers have a positive experience; commit to meet or exceed customer expectations
• Facilitate Problem Solving,research, and dispute resolution between company dealers, technical Support, e-Commerce and consumers.
• Use metrics to improve consumer satisfaction and conduct data analysis to identify root causes.
• Accountable for follow-up with customers to assure problems/issues receive a timely response or resolution.
• Build Long-term relationships providing customer-centric solutions in a timely fashion.
• Maintain a positive representation of all company brands at all times. Participation Weekly Status Meetings With Direct,indirect manager,and team. Other duties as assigned

SKILLS AND KNOWLEDGE

• Bachelor's degree(preferred)
• Minimum of two years direct interface with consumers.
• Powersports or Motorcycle Dealership Experience Preferred.
• Strong Desire Deliver Industry-leading consumer service and build strong consumer relationships.
• Ability to maintain a positive attitude and treat each contact with professionalism and respect.
• High level of curiosity. Strong Prioritization Skills And Attention To Detail.
• Excellentproblemsolvingandconflictresolutionskillsrequired.
• Ability to work well under pressure and manage stressful interactions.
• Ability To Ask Questions,easily process information and translate that to action.
• Excellent verbal and written skills, ability to understand audience and articulate thoughts and ideas.
• Current knowledge of computer software and applications preferred: Microsoft Outlook,Microsoft OfficeSuite products,and SharePoint.
• CRM and AS400 experience plus.
• AS400 experience aplus