Customer Service Representative

About Adventurer Manufacturing:

Since 1969, we've been more than just a manufacturer; we're passionate adventurers who live the outdoor lifestyle. What began as a team of five with a dream has grown into a dynamic team of 140, all driven by excellence and a love for a challenging adventure. We don’t just build campers; we craft experiences. Rooted in our history and learnings, we're pioneering a new direction focused on simplifying the customer experience to maximize their experience outdoors. Simple isn’t easy—it pushes us to think creatively and find solutions beyond conventional bounds. If you thrive on complex challenges and aren’t afraid to tackle the toughest routes, we'd love to hear from you.

Overview:

As we take our business into the next 50 years, we have identified the need to drive our customer experience through delivering seamless touchpoints of experience through high-quality interactions at every step of the customer journey with our brands.

Simply put, the Customer Service Representatives are the torchbearers of a customer-centric culture in an organization that leads to great customer experience.

Adventurer Manufacturing is looking for someone who is passionate about the customer experience and enjoys working in a fast-paced environment. This role involves close collaboration with dealers, service centers, and product owners, assisting customers with concerns, upgrades, and sourcing parts. A successful CSR maintains accurate, and on-time reports and records relative to the customer service department’s operation at Adventurer Manufacturing, as well as support of AM Dealer Partners and direct customers. They will assure all work orders and customer inquiries are closed on a timely basis. Must conduct themselves in the presence of customers in a manner that reflects our commitment to building a great team, supporting our community, providing premium products, and investing in the adventuring experience in order to ensure exceptional customer experience and establishing our service as a leader in the industry.

Responsibilities:

• Greet customers in a courteous manner.
• Treat customers fairly and with honesty and demonstrate our commitment to superior customer service and ethical business practices.
• Assist in handling customer questions, concerns, and complaints.
• Be aware of and track “comebacks” and make sure the problem is corrected to the customer and company’s satisfaction.
• Meeting with customers to discuss their questions and service needs and relaying those requirements to the Service Technicians.
• Contacting customers in the case of additional service work to relay the details and extra costs.
• The ability to understand and relate technical issues to the service team from customers' non-technical descriptions.
• Open work orders as directed by the Customer Experience Manager and maintain control until closed and invoiced.
• Developing cost estimates, logging needed parts and the time needed for repairs.
• Coordinates and prepares Repair Order charges and claims, warranty validation & supplier coverages including computation of charges, submission, and follow-up.
• Ensures timely ordering and receipt of warranty replacement parts.
• Maintains the service library with information that is current.
• Files bulletins, manuals, digital record, etc. under the direct supervision of the CEM.
• Build and maintain warranty and service detailed reporting to support product development and production overall in quality resolution.
• Ability to safely operate all equipment necessary for successful support of warranty and service technicians.
• Follow all safety rules and regulations in performing work assignments.
• Handles service department filing and records.
• Updates customer profiles using equipment, hours, or other information from the customer work orders.
• Maintains supplies and prepares replacement orders for the Customer Experience Manager’s approval with support from the Procurement department.
• Engage with customers, and dealer partners via all forms of communication.
• Trouble shoot issues and log results.
• Uses CRM, Microsoft Office, Project Management software to complete customer related activities.
• Completes other duties as assigned. 

Commitments:

• Treat all employees and customers fairly, courteously and with dignity.
• Maintain positive relationships with customers, other employees, and owners.
• Maintain up to date technical training.
• Focus on Quality & Service
• Be neat and clean.
• Demonstrate an interest in growing the business.

Qualifications:

• Must have outgoing, friendly personality and superior communication & customer service skills.
• 2-5 years’ experience working in a customer facing service department.
• Ability to write and work on routine reports and correspondence.
• Ability to negotiate customer complaints to a satisfactory resolution.
• Knowledge and experience with adventure vehicle products or demonstrate the ability and desire to learn them.
• Basic math and accounting knowledge.
• Excellent technology skills: Microsoft suite, CRM, Project Management and data-entry skills.
• Good organizational and record keeping skills.
• Strong understanding of mechanical/technical terms and the ability to identify appropriate repairs through problem solving and analysis.
• Prior vendor chargeback experience a plus.
• High school diploma or GED equivalent.

Benefits:

• A culture that values opportunity for growth and development.
• Competitive base pay with PTO and paid Holidays.
• Wage: $18 - $28, DOQ
• Comprehensive medical, dental, vision, life insurance, and health benefit programs
• Company matched 401(k) retirement savings program.
• Tuition reimbursement program
• Discounted access to our adventurer products

Salary : $18 - $28