What are the responsibilities and job description for the Customer Care Specialist position at Kawasaki Motors Corp., U.S.A.?
Position Summary:
The Customer Care Specialist is responsible for the first contact and all follow up communications between Kawasaki and its retail customer base and dealers via phone, chat, letters, faxes, survey responses and emails.
Duties and Responsibilities:
- Communicates with consumers by phone, chat, letters and/or email and determines the best course of action to advocate on our customers behalf to obtain customer satisfaction.
- Resolves issues and concerns of retail customer base. Investigates and researches warranty, parts and/or dealer issues by performing all necessary legwork. (i.e. locating files/paperwork, communicating with various Kawasaki divisions to find solutions, etc.).
- Research customer situations in detail and be capable of making independent decisions on resolution.
- Accurately documents all communications and logs in the Product Support system.
- Maintains current knowledge of all Kawasaki products, services, promotions, parts, etc. Attends training classes and reads all relevant materials pertaining to new Kawasaki products and programs.
Education and Experience:
High school diploma or general education degree (GED) is mandatory; a Bachelor’s degree (BA/BS) with or equivalent from a four-year college; and minimum one to two years related experience and/or training in customer service environment; or equivalent combination of education experience. Powersports dealership experience preferred.
Qualifications:
To perform this job successfully, you must be able to perform each essential duty satisfactorily. The items listed below are representative of the knowledge, skill, and/or ability required.
- Exhibits excellent oral and written communication skills.
- Demonstrate the ability to successfully prioritize and organize multiple, competing tasks.
- Extremely detail and deadline oriented.
- Brings energy and enthusiasm to group or team efforts.
- Demonstrates a positive attitude; self-motivated and able to work as part of a team.
- Willing to accept responsibility and be relied on to perform.
- Attendance must be maintained at a satisfactory level.
- Solid knowledge and experience working with Microsoft’s Word, Excel and Access Software.
- Successful in a high volume, high stress environment.
- Familiarity with Kawasaki Powersports or similar products is a plus.
