What are the responsibilities and job description for the Customer Service - Parts Advisor position at Jayco, Inc.?
Customer Service Call Center - Parts Advisor
New Parts Department structure with competitive hourly starting pay for the right candidates.
Pay increases after the training period are based on performance and length in role. The Parts Advisor position exists to serve as the point of contact for all dealers and retail customers with parts customer service issues and provides aftermarket sales and parts support. Candidates selected for this role will go through an extensive training program that lays the foundation for advancement within the organization. This job does require the ability to occasionally work a 12-8pm shift with notice.
Essential functions
- Serve as main point of contact for all parts related issues from dealers and retail customers responding and addressing all inquiries appropriately with ability to handle all escalated and complicated parts questions and issues.
- Researches engineering drawings & charts, bill of materials, work orders and network documents.
- Assists dealers with part number research, price quotes, shipping options, part availability, status of existing orders and change orders.
- Researches and creates special make item part numbers, descriptions and build lists.
- Processes special order requirements for recalls, technical bulletins, product improvements and warranty no charge orders.
- Verifies accuracy and completeness of information on parts orders by having a broad understanding of all products for each brand.
- Communicates internally based on dealership and customer requests; communicates externally to convey information regarding parts availability and status.
Experience/ Knowledge
- Customer facing experience is required.
- Prior high volume call center experience is preferred.
- Manufacturing background is preferred with knowledge of RV construction, processes, parts and warranties, Lemon Laws and recalls.
Necessary Skills & Abilities
- Ability to learn, grow and adapt to an ever changing product environment including a broad range of company products and programs.
- Must demonstrate a desire and ability to assess problem situations and respond appropriately in professional manner.
- Strong communication skills are required with ability to mediate escalated issues and upset customers.
- Strong organizational skills with the ability to prioritize multiple tasks efficiently while maintaining a positive attitude.
- Proficient in Microsoft Office software including AX.
Work Requirements
- This position may require sitting, standing, working in front of a computer monitor in an office setting approximately 95% of the day.
- This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other office tools and equipment; reaching with hands and arms.
- Must comply with all safety procedures and protocols.
- This position is a full-time position, which may require some flexibility in hours & days worked (including Saturdays, as needed).
- Supervisory responsibilities: none.
- Remote work: not available. This position works from a Call Center located in Middlebury, Indiana.
- Regular attendance is required.
- Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
Jayco offers a generous benefits package including:
- (2) medical insurance plan options, HSAs, and FSAs
- Family Care Clinic for employees and dependents enrolled in a Jayco medical plan (IN only)
- Dental insurance
- Vision insurance
- Disability and life insurance
- 401k plan with an annual discretionary match
- Wellness benefits
- On-site fitness center access (IN only)
- Health clinic for employee use (IN only)
