Customer Support Agent

Job Description

Job Description

Grand Design is currently sourcing a 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 retail customers, dealer partners, and internal departments by providing customer support, technical assistance, service coordination, warranty and recall administration, and problem resolution. This position works collaboratively across the organization to deliver exceptional customer experiences, support dealer relationships, and ensure timely resolution of service-related concerns.

test-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?

If you like working in a fast-paced environment, connect with purpose, execute with excellence, and are ready to transform the road ahead, we welcome you to begin your journey by applying today!

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, pre-authorizations, and related documentation.
• Provide accurate technical diagnostics and repair recommendations.
• Assist customers and dealers with warranty, service, and repair-related concerns.
• Coordinate field service requests, sublets, and repair activities as necessary.
• Process customer reimbursements, sublet reimbursements, and related service claims.
• Manage customer and dealer communications related to recalls, safety campaigns, and service initiatives.
• Assist customers in locating authorized dealers and 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 service, warranty, registration, and recall activities.
• Maintain accurate documentation and notes within customer relationship management systems.
• Provide assistance with dealer portals, systems, and service procedures.
• Evaluate and communicate product performance, quality concerns, recurring failures, and service trends to leadership.
• Escalate safety, quality, technical, and customer concerns through established company procedures.
• Coordinate with Service, Parts, Warranty, Engineering, Manufacturing, and other departments to resolve customer and dealer concerns.
• Support customer return units by coordinating scheduling, communication, and release activities as applicable.
• Meet with customers and dealer representatives when needed to assist in resolving concerns.
• Build and maintain positive relationships with customers, dealer partners, and internal stakeholders.
• Maintain a high level of responsiveness, professionalism, and customer focus while managing multiple priorities.
• Perform additional duties and special projects as assigned.

Education & Experience

• High School Diploma or equivalent.
• RVIA Certification with previous 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.

Physical Demands

• Office sitting and standing environment.

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.

Job Posted by ApplicantPro