Retail Service Manager

Job Description

Job Description

Grand Design RV is currently looking for a Retail Service Manager . As a Grand Design team member in this role, you will be assisting retail customer base with daily unit questions and concerns.

Our Story

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?

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:

• Answer incoming customer calls and respond to voicemails
• Meet established department goal of 40 (average) calls per day.
• Answer Customer Service cases in a 24 - 48 hours period.
• Start, manage, and/or updatepending cases in Salesforce to manage customer concerns.
• Provide accurate technical diagnostics.
• Assist customers with field service and sublets.
• Meet with drop in customers and advise when needed.
• Work with service department to schedule and release customer return units.
• Maintain maximum possible available status in phone system.
• Process customer reimbursements as appropriate.
• Adhere to established Keep Performance Indicators, (KPI's).
• All other tasks assigned by the Customer Service Manager or superior.

Education & Experience:

• High School Diploma.
• RVIA Certification Preferred.
• Pleasant & professional phone manners.
• Strong written & verbal communication skills.
• Hands on experience & proficiency with computers (Word, Excel, etc).
• Strong computer typing skills.
• Excellent customer service skills, be a problem-solver & graciously assist customers.
• Ability to multi-task & have a good level of stress management skills.
• Excellent organizational, time management, and communication skills in a fast-paced environment.
• Previous Customer Service experience.
• RV industry knowledge or background is helpful.
• Remote access to internet required.

Physical Demands:

• Office sitting and standing environment
• Position may require sitting for long periods of time
• Occasional time on shop floor

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.