Customer Service Specialist - Technical Support

Job Description

Job Description

Purpose: This position exists to interface with dealers and retail customers ensuring Jayco’s product warranty and service objectives are administered and accomplished in a timely, cost effective manner.

Essential Functions:

• Communicates with customers and dealers in a professional manner to gather facts, negotiate solutions and resolve disputes.
• Responds to telephone and written inquiries on a wide variety of issues using SOPs in a high call volume environment.
• Authorizes dealer warranty work within guidelines and procedures.
• Authorizes repairs and supplies parts to non-Jayco repair centers.
• Provides information repair procedures and initiates unit returns for repair work.
• Provides technical service information to dealers and customers.
• Files incident reports for property damage, personal injury or fire.

Additional Functions:

• Enters pertinent information into unit files.
• Performs other duties relating to technical service bulletins, arranging for transportation of returned parts or units, etc.

Preferred Experience/ Knowledge:

• Knowledge of RV construction processes, warranty provisions, codes & standards, Lemon Laws, etc.
• Technical aptitude is required.
• Prior high volume call center experience is helpful.

Necessary Skills & Abilities:

• Willingness to learn, grow and adapt to an ever changing product environment.
• Listening skills to thoroughly understand problems and respond appropriately in a timely manner.
• Desire and ability to problem solve effectively.

Work Requirements:

• This position may require sitting, standing, working in front of a computer monitor in an open 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 tools; reaching with hands and arms.
• This position is a full-time position, which may require some flexibility in hours and days worked.
• Regular attendance is required.
• Supervisory responsibilities: none
• Remote work: not available.
• 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)
• Employee Assistance Program (EAP) Benefits