Adventures Support Representative 15722

Our client, a leader in the power sports industry, is seeking an experienced Adventures Support Representative for a 6+ month contract assignment in Plymouth, MN.

Job Summary

The Account Specialist – Tier 1 will support strategic relationships with commercial operations, dealers, and Select Members to help drive the success of each Outfitter as a member of the greater Account Management team. The Account Specialist – Tier 1 is responsible for providing first line outfitter support by phone and email and escalating as appropriate. Support will include after-hours care (nights and weekends).

Essential Duties & Responsibilities

• 50% of Time – Outfitter Support
• Operates as the first point of contact for Outfitters (B2B) across the country and direct escalations appropriately via ticket system.
• Partner with Account Managers and Lead on building standard implementation and support processes.
• Ensure timely and successful Outfitter training on relevant tools. Examples include, but are not limited to, rental assets (vehicle, accessories), front end infrastructure and processes (booking, checkout, liability/insurance, accounting), back-end service & maintenance, and self-help portal.
• Communicate pertinent information about Outfitters/Members to management team. Details may include competitive intelligence, expansion and growth initiatives, marketing activities, trends/concerns.
• Work collaboratively and cross functionally with all internal functions.
• Perform other tasks as assigned.
• 30% of Time – Member Support
• Provides a premium experience for the Polaris membership program. Empowered to resolve issues and deliver solutions that create a positive customer interaction.
• Operates as the first point of contact for customer support; handling inquiries and requests from members and handing off leads to the Sales team.
• Facilitates member reservations; familiar with catalog offerings, knowledgeable of process and requirements, maintains accurate reservation data, and supports member bookings.
• 10% of Time – Damage Waiver Case Support
• Retrieve rental and damage case documentation.
• Case responsibility from creation till handing over to the risk team.
• 10% of Time Fleet Ops Support
• Assist internal teams on data entry for machine/vehicle orders.

Skills, Knowledge, & Experience

• Bachelor’s degree in business or related field preferred
• Willing to work outside of business hours as required (after-hours care on a rotating basis)
• Proven track record of excellent customer service
• Strong attention to detail and understanding of process flows
• Must be able to build rapport in verbal and written communications
• High performer that takes initiative with the ability to anticipate the needs of the customer
• Must be able to negotiate challenges, remove barriers, and work through issues