What are the responsibilities and job description for the Mgr Customer Care position at E-Z-Go?
Textron Specialized Vehicles Inc. is a leading global manufacturer of golf cars, utility and personal transportationvehicles, snowmobiles, side-by-sides, all-terrain vehicles, professional turf-care equipment, and ground supportequipment. Textron Specialized Vehicles markets products under several different brands. Its vehicles are found inenvironments ranging from golf courses to factories, airports to planned communities, and theme parks to huntingpreserves.Responsibilities :
- Ensure high level of customer service for TSV dealers and end consumers by identifying and implementingprocess improvements.
- Lead the cross functional team responsible for closing customer issues through our CCTR (customer caretracking report) process.
- Manage team in the day-to-day operations of the call center including order entry, order tracking, orderinvoicing, outbound calling, and resolution of customer concerns.
- Drive revenue through call center with outbound calls, proactive up selling, and improved customerservice.
- Track and reduce abandon rates and wait times for incoming calls.
- Drive warranty cost reductions through thorough reporting of issues and drive for engineering resolution
- Education : Bachelor's degree required
- Years of experience : 5 or more years of experience in customer service required
- Software Knowledge : Microsoft Office Applications (Word, Excel and PowerPoint), Phone Systemreporting tools
- Strong customer focus, verbal communication, and problem-solving skills
- Must have a wide range of business knowledge; preferably related to dealer organizations representingproduct, parts and accessories, warranty, service and sales
- Strong knowledge of Powersports vehicles including features and benefits, competitive accessories inmarket and technical knowledge Learn More
