Customer Support Specialist

Our client, a leader in the power sports industry, is seeking a Customer Support Representative for a 6-month contract assignment in Plymouth, MN. After an onsite training period, this role will be hybrid. Work Schedule Four 10-hour days, Thursday - Sunday, 8:00 AM - 7:00 PM CST. Thursdays are onsite, and Friday - Sunday are remote. Overview As a member of the Service and Operations Support Team, the Customer Support Representative will support Outfitter and Dealer daily operations. They are responsible for providing first-line outfitter support by phone and email and escalating as appropriate, dedicated to delivering exceptional customer experiences. Essential Duties Operate as the first point of contact for Outfitters (internal, B2B) and Customers (B2C) via CRM and phone system. Ensure timely and accurate responses to daily program inquiries. Provide ad-hoc training to Outfitters related to tools and processes such as MPWR Book, MPWR Learn, Check In/Out Process, Insurances, Accounting, and Program policies. Communicate pertinent information to the leadership team, including competitive intelligence, expansion initiatives, marketing activities, and support trends. Recognize unique situations and **escalate** as needed. Partner with Regional Account Managers to build long-term relationships. Work collaboratively and cross-functionally with all internal teams. Provide a premium experience for the membership program, resolving issues to create positive customer interactions. Handle inquiries from members and hand off leads to the Sales team. Facilitate member reservations, maintain accurate data, and support bookings. Provide Tier 1 support for the Xchange team via case platform. Assist internal teams with data entry and ad-hoc projects. Skills, Knowledge, & Experience Bachelor's degree in business or related field is preferred. Must be open to working nights/weekends as scheduled. 2 years of customer service experience. Strong attention to detail. Ability to understand and follow process flows while challenging the status quo to improve the program. Must be able to build rapport in verbal and written communications. High performer that takes initiative and anticipates customer needs. Ability to negotiate challenges, remove barriers, and work through issues. Superior interpersonal skills with the ability to work professionally with a diverse group of individuals. Pay Rate $23.00 - $24.00/hour #J-18808-Ljbffr