What are the responsibilities and job description for the Customer Engagement Representative position at Thetford LLC & Norcold LLC?
Customer Engagement Representative
ROLE AND ESSENTIAL FUNCTIONS
The Customer Engagement Representative’s primary duty is to identify, investigate and resolve product failures on Thetford and Norcold products which may be inside or out of the warranty period. As the first point of contact for our customers, dealers, and manufacturers, delivering exceptional service experiences and fostering positive relationships is crucial to success in this role. This position is an individual contributor role with no direct reports.
- Engage with consumers, dealers, and manufacturers via various channels, including phone, email, and live chat, to provide assistance, resolve inquiries, and address concerns promptly and professionally.
- Provide accurate technical solutions to resolve each issue upon the first call, email, or live chat.
- Maintain accurate customer interactions and transaction records, documenting details to facilitate seamless follow-up and ongoing support through our Freshdesk database.
- Provide consumers, dealers, and manufacturers product, warranty information, and service center information to customers.
- Stay updated on product features, policies, and procedures to provide accurate information and guidance to customers.
- Meet performance standards in productivity and quality set by the department in a highly metrics-driven operation.
- Collaborate with cross-functional teams to escalate and resolve complex customer issues, ensuring timely resolution and customer satisfaction.
- Recognize, document, and alert the Manager of trends in customer calls.
- Recommend process improvements.
- Support and participate in organizational and departmental goals and objectives.
- Performs other relevant duties as assigned, i.e., special projects, programs, and developmental activities.
REQUIRED EDUCATION AND QUALIFICATIONS
- 2 – 3 years of experience in a Customer Service or a similar work environment.
- Exceptional verbal and written communication skills in English, with the ability to convey information clearly, effectively, and promptly.
- Understanding of voltage and basic electric knowledge.
- Must have a professional demeanor, discretion, and sound judgment in handling confidential information.
- Ability to work under pressure and be highly adaptable in a dynamic environment.
- Ability to work independently and collaboratively with cross-functional teams.
- Must possess excellent organizational and time management skills.
- A healthy sense of humor.
PREFERRED EDUCATION AND QUALIFICATIONS
- Proficient in MS Office programs such as Word, Excel, PowerPoint, and Teams.
- Ability to adapt to changing priorities and handle multiple tasks simultaneously with minimal supervision.
- Empathic and resourceful with solid problem-solving skills.
- Bias for action, strong work ethic, and desire for excellence.
- Experience in the RV industry.
WORK SCHEDULE
This position operates Monday through Friday, from 8:00 am to 5:00 pm. However, flexibility is essential, as occasional early morning, evening, weekend, or holiday work may be required based on business needs and collaboration with international teams.
WORKING CONDITIONS
Work primarily occurs in an office setting, involving desk-based activities such as computer use and occasional light walking and lifting tasks. This role will require occasional travel for training or to attend industry events.
COMPENSATION
Actual compensation packages consider a wide range of factors unique to each candidate, including but not limited to geographic location, skill sets, relevant education and certifications, depth of experience, performance, and other business and organizational needs. Disclosed reasonable estimates have not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Thetford, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.
ADDITIONAL NOTES
All candidates and employees should exemplify our corporate values of Entrepreneurial Spirit, at Ease in Challenging Times, Ownership, Customer Focused, Passion for Winning, and Simple & Direct.
They should also actively support all quality, environmental, health, and safety systems programs.
Actual compensation packages consider a wide range of factors unique to each candidate, including but not limited to geographic location, skill sets, relevant education and certifications, depth of experience, performance, and other business and organizational needs. Disclosed reasonable estimates have not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Thetford, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.
ADDITIONAL NOTES
All candidates and employees should exemplify our corporate values of Entrepreneurial Spirit, at Ease in Challenging Times, Ownership, Customer Focused, Passion for Winning, and Simple & Direct.
They should also actively support all quality, environmental, health, and safety systems programs.
ADA & EEO
To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The abovementioned requirements represent the required knowledge, skill, and/or ability. Reasonable accommodations will be made so qualified individuals with disabilities can complete the application process and, if hired, fulfill the essential functions of their job.
Thetford provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The abovementioned requirements represent the required knowledge, skill, and/or ability. Reasonable accommodations will be made so qualified individuals with disabilities can complete the application process and, if hired, fulfill the essential functions of their job.
Thetford provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
DISCLAIMER
This job description is not intended or designed to change, in any way, your status as an “at-will employee” or to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.
This job description is not intended or designed to change, in any way, your status as an “at-will employee” or to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.
MISCELLANEOUS
- Outside recruiting agencies will not be authorized for this role.
- Work Authorization – Employment for those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided.