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 with Thursdays onsite and Fri-Sun 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. 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 leadership team. Details may include competitive intelligence, expansion and growth initiatives, marketing activities, and support trend/concerns. Ability to 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. Empowered to resolve issues and deliver solutions that create positive customer interaction. Operate as the first point of contact for customer support; handling inquiries and requests from members and handing off leads to the Sales team. Facilitates member reservations; familiar with catalog offerings, knowledgeable of process and requirements, maintains accurate reservation data, and supports member bookings. Tier 1 support for the Xchange team via case platform. Assist internal teams on data entry and other 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 in an effort to improve the overall program. Must be able to build rapport in verbal and written communications. High performer that takes initiative with the ability to anticipate the needs of the customer. Must be able to negotiate challenges, remove barriers, and work through issues. Superior interpersonal skills. Ability to work professionally and effectively with a diverse group of individuals, building strong relationships with Outfitters and team members, and resolve conflicts or concerns as they arise. #J-18808-Ljbffr