Customer Service Specialist

Our client, a leader in the power sports industry, is seeking an experienced Customer Service Specialist for a 6+ month contract to hire position in Plymouth, MN. This role is hybrid with Tuesdays and Thursdays onsite.JOB SUMMARY:The Customer Service Specialist plays a prominent role as the face of the brands before and after the customer's purchase of the product. Owners contact the team with questions, concerns, feedback or ideas regarding their product(s), and the Customer Service Specialist's role is to build rapport, listen, problem solve, and connect with the owners while delivering consistent transparency and communication throughout the interaction. The role works to build relationships with current customers and establish a channel of communication for future customers.The Customer Service Specialist is a champion of the brand, while delivering a personalized, high touch, single point of ownership experienceESSENTIAL DUTIES & RESPONSIBILITIES:Case Ownership Responsibilities:Communicate with owners in a highly individualized way, ensuring the conversation is focused on that owner and demonstrating agility to understand owner's specific needs and provide solutionsManage cases and time to follow-up with possible customersProvide product expertise on a variety of products (parts, accessories and apparel)Proactively conduct dealership outreach to facilitate repairs on the behalf of the owner to build brand connectionAnalyze the Owner's complaints, Dealer's diagnostic findings and repair history, and consider other potential sources of information for use in evaluating available remedies to the OwnerInternal/External Voice of Customer:Manage proactive outreach to owners who have provided poor reviews about our brand/dealers via survey feedbackRepresent our brands as a "brand champion", and actively enhance it with all levels of owners including possible follow-up communicationsRepresent the voice of owners with Technical Service, Warranty, Product Teams, Technical Parts, PG&A, Engineering, and Quality, communicating information on product opportunitiesSKILLS, KNOWLEDGE & EDUCATION:Minimum of 2-year degree, 4-year preferred3+ years of B2C experience; Powersports, or automotive dealership experience preferredStrong analytical and problem-solving skills with a commitment to meet or exceed service level promiseExcellent oral and written communication skills with individuals at all levels; proficient in explaining complex situations to owners in an easy to understand fashionAbility to demonstrate both empathy and tenacity by delivering even tough messages with understanding and willing to help drive root cause issue resolution on difficult and/or repeat concernsCritical thinking skills to work in a grey area role that may not have standard answers for all situationsEffective decision-making, problem solving and negotiating skillsExcel in a fast-paced varied environment, handling reactive phone and email contacts, proactive outbound contacts, follow-up communication, coordination with internal departments and dealersTeam player - act as a liaison between internal departments and bridge communication gapsCurrent knowledge of computer software and applications preferred - Microsoft Outlook, Microsoft Office Suite, and SharePoint. Facebook, Twitter, Instagram, CRM and AS400 experience a plusPreferred experience with Microsoft CRM365A Powersports enthusiastPay Rate- $19.13- $21.13

Created: 2025-01-26