What are the responsibilities and job description for the Warranty Customer Service Representative position at Reviva?
Warranty Customer Service Representative
About Us:
At REVIVA we are looking for a talented individual driven to work on a team in a fast - paced environment dedicated to excellence and superior customer satisfaction. We have provided high quality re-manufactured diesel and gas engines and components for over 70 years. A family owned and operated company that has grown into the largest independently owned and operated engine re-manufacturer in North America. We have a Customer Service role open in our Warranty Department at our Company Headquarters, conveniently located off 694 and University Avenue in Fridley, MN
Summary:
The Customer Service Representative will take the initial call from customers as they are calling to discuss a warranty issue. You will gather some initial information and determine if you can answer their questions or if you need to send the call to a Warranty Advisor.
Responsibilities:
- Answer phone calls for warranty department, answering general questions and forwarding technical questions to appropriate Warranty Advisor.
- Gather information needed to initiate claims and open them. Make follow up calls to get missing information for claim initiation.
- Answer general questions that come in through warranty e-mail box and forward tech questions to appropriate Warranty Advisor.
- Supply shipping status updates to customers.
- Review warranty terms, exclusions, labor rates, etc. with customers to ensure they know what reimbursement will look like at the time a claim is started.
- Enter call information into Reviva’s ERP system.
- Track progress on warranty claim and ensure you are staying in touch with the Customer, providing regular updates
- This is a new position at Reviva so the responsibilities will evolve over time
Qualifications:
- H/S diploma or GED
- Experience in customer service and or warranty administration in a similar field, including motor vehicle dealership, motorsports business, or manufacturing.
- Previous Automotive and/or warranty experience is not required but preferred.
- Experience with MS office programs and general PC usage
- Customer Service oriented
- Excellent verbal and written communication skills
- Proficient, organized and detail oriented
- Ability to remain positive and in control of emotions while in a difficult phone call with a customer keeping the focus on resolving the problem at hand
- Self-motivated
- Mechanically inclined skill set beneficial
- Team player with a positive attitude
Work Environment/Physical demand:
This position works in an office setting, sitting at a desk for extended periods of time. Must be able to read, write and communicate effectively and operate computer systems in a timely manner
Pay: We offer competitive salaries and opportunities for career growth. The starting pay for this position is $23-$26 per hour, commensurate with experience. We encourage all qualified candidates to apply, as compensation is determined based on experience and qualifications.
Shift: Warranty support is available from 7:00 AM to 5:00 PM. While start times within this window are flexible, a 40-hour work week is required.
Benefits:
Reviva offers a comprehensive benefits package to all full-time employees including health, vision and dental insurance. A completely FREE onsite health clinic, 401k options plus a company paid match, PTO/vacation options, Holiday pay, short term disability, life insurance, and employee assistance programs. Please contact HR to learn more.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Experience
Preferred- 1 year(s): Customer Service
Salary : $23 - $26
