Motorized Customer Support Agent

Job Description

Job Description

Grand Design RV is currently sourcing a Motorized Customer Support Agent to join our Team. As a Grand Design team member in this role, you will serve as a primary point of contact for customers and dealer partners by providing customer support, technical assistance, service coordination, and recall administration for motorized products. This position works cross-functionally to resolve issues, support repairs, enhance customer experience, and maintain strong dealer relationships.

Founded in 2012, Grand Design has become one of the fastest-growing RV brands in history and is consistently rated among the highest quality RV manufacturers in North America. Case in point? August 2023 was cause for celebration after Grand Design produced its 250,000th recreational vehicle. "Reaching this mark is not just a testament to the hard work and vision of our incredible team, but it is also a reflection of the trust and loyalty our customers have placed in us," (Don Clark, President and CEO).

"We strive for nothing less than customers for life." As our journey continues, Grand Design remains focused on its mission: to lead the industry in quality and innovation, while fostering a family-like connection among our team members, customers, and dealers.

That's our story and our journey. What's yours?

Key Areas of Responsibility

• Respond to customer and dealer phone calls, voicemails, emails, and other inquiries in a professional and timely manner.
• Create, maintain, and update customer and dealer cases within company systems.
• Provide technical support, troubleshooting assistance, and product guidance to customers and dealer partners.
• Review and process dealer service requests, authorizations, and related documentation.
• Ensure required information is collected, documented, and maintained accurately.
• Coordinate customer repairs, field service requests, and service-related concerns.
• Assist with customer reimbursements and service claim administration.
• Support customers and dealers throughout the repair process to ensure timely resolution and a positive service experience.
• Manage customer and dealer communications related to motorized recalls, safety campaigns, and other service initiatives.
• Assist customers in locating service providers and understanding available repair options.
• Coordinate recall and service-related parts ordering and availability as needed.
• Verify and update customer information to support motorized service, warranty, and recall activities.
• Provide assistance with dealer systems, portals, and service procedures.
• Escalate product quality, safety, technical, or customer concerns through established company processes.
• Identify and communicate recurring product performance, quality, or service trends to leadership.
• Collaborate with Product Managers, Service, Warranty, Parts, Engineering, Operations, and other departments to resolve customer and dealer concerns.
• Maintain accurate records and documentation while ensuring compliance with company procedures.
• Build and maintain positive relationships with customers, dealers, and internal business partners.
• Maintain a high level of responsiveness and professionalism while managing multiple priorities.
• Perform other duties and special projects as assigned.

Education & Experience

• High School Diploma or equivalent.
• RVIA Certification with previous Motorized RV experience preferred.
• Strong written and verbal communication skills.
• Proficient typing and computers, (Word, Excel, etc.).
• Excellent customer service skills, be a problem solver-and graciously assist customers.
• Ability to multi-task and have a good level of stress management skills.
• Excellent organizational, time management, and communication skills in a fast-paced environment.
• Remote access to internet required.

Our Core Values

• G ratitude - Safely serving team members and our communities through humility and empathy to make our company, communities, and world a better place.
• R espect - Acting with integrity and transparency because believing in each other is the building block for all other relationships.
• A ccountability - Holding each other to the highest expectations in all we say and do.
• i N novation - Striving to be industry-leading with our people, processes, and products.
• D rive - Determined to exceed the expectations of our team members, vendors, dealers, and retail customers.

At Grand Design, we believe ALL people are leaders and hold each other accountable to high expectations.

Leadership Expectations :

• Connect with Purpose
  • Be inclusive ; seek out different perspectives.
  • Focus on the Customer ; put yourself in the customer's shoes.
  • Communicate Clearly ; say what needs to be said and listen.
• Execute with Excellence
  • Explore Possibilities ; ask, "What if?" and embrace new ideas.
  • Set Direction ; prioritize, plan, and align; balance thinking and action.
  • Drive Results ; get the right things done; work with a sense of urgency.
• Build the Future
  • Transform the Road Ahead ; anticipate opportunities; seek new opportunities for continuous improvement.
  • Navigate Change ; be agile and flexible; take on new challenges.
  • Inspire Growth ; help each other improve; commit to personal development.

If you are the right candidate for this position, as a Grand Design Team Member you will be eligible for the following benefits:

• Medical, Dental, Vision, Group Life Insurance, Accidental Injury, Critical Illness, Short & Long-Term Disability
• Health Savings Account (HSA)
• 401(k) with match
• Employee Stock Purchase Program
• Tuition Reimbursement
• Holiday and Vacation Pay

Grand Design is an E qual O pportunity E mployer.