Customer Service Representative

Job Description

Job Description

Salary: $19-$22p/hr DOE

Reports To:Customer ServiceManager

About Adventurer Manufacturing:

Wearea family run business, building outdoor adventure vehicles since 1969.We are here today because of our focus on buildinga great team, supporting our community, providing premium products, and investing inthe adventuringexperience.

As our founder Erdman Epp has said, We are never satisfied until good is better and better is best. Likewise, we are driven by our focus on respect, communication, learning, development, and continuous improvement.Our actions as employees,leaders,and as a company are a testament to our commitment.Weare focused on sharing our proud story with our customers, dealers, and team members alike.

Overview:

As we take our business into the next 50 years, we haveidentifiedthe need to drive our customer experience through delivering seamlesstouchpoints ofexperiencethroughhigh -quality interactionsatevery step of the customer journey with our brands.

Simply put, theCustomer Service Representatives arethe torchbearersof a customer-centric culture in an organization that leads to great customer experience.

AdventurerManufacturingis looking for someone who is passionate aboutthe customerexperiencewhoenjoys working in a fast- pacedenvironment.This role involves close collaboration with dealers, service centers, and product owners,assistingcustomers withconcerns, upgrades, andsourcingparts.A successful CSRmaintainsaccurate, and on-time reports and recordsrelativeto thecustomerservice departments operation at Adventurer Manufacturing, as well assupport of AM Dealer Partners and direct customers. They willensure thatall work orders and customer inquiries are closed ona timelybasis. Must conduct themselves in the presence of customers in a manner that reflects our commitment to building a great team, supporting our community, providing premium products, and investing in the adventuring experience in order to ensure exceptional customer experience and establishing our service as a leader in the industry.

Responsibilities:

• Serve as the primary point of contact for customers, dealers, and service partners through phone, email, CRM, and other communication channels.

• Deliver professional, courteous, andtimelycustomer service while upholding company standards for ethics, accuracy, and responsiveness.

• Receive, document, and manage customer questions, concerns, warranty claims, and service requests through resolution.

• Create,maintain, and close work orders accurately within the CRM and service management systems.

• Coordinate communication between customers and Service Technicians to ensureaccurateunderstanding of service needs and repair requirements.

• Translate customer-reported issues into clear and actionable technical information for the service team.

• Provide customers with updatesregardingrepair status,additionalservice recommendations, estimated timelines, and associated costs.

• Monitor recurring service issues (comebacks) andassistin documenting root causes and corrective actions to improve customer satisfaction and product quality.

• Prepare repair estimates including labor, parts, warranty coverage, and applicable charges.

• Process warranty claims,validatesupplier coverage, submit required documentation, and follow through to completion.

• Coordinatetimelyordering and tracking of replacement and warranty parts in partnership with Procurement and Service teams.

• Manage customer and dealer parts orders including parts identification, order entry, pricing verification, availability review, shipment coordination, and status communication using technical documentation, diagrams, and product knowledge.

• Maintainaccuratecustomer records, equipment information, and service history within company systems.

• Support reporting efforts related to warranty trends, recurring service issues, product quality concerns, and customer experience metrics.

• Maintain organized service records, manuals, bulletins, digital documentation, and department files.

• Utilize CRM, Microsoft Office, and project management software to document activities, track service performance, and support departmental operations.

• Follow all company safety policies and procedures while supporting service and warranty operations.

• Maintain department supply inventory andsubmitreplenishment requests as needed.

• Assistwith continuous improvement initiatives focused on customer experience, service efficiency, and operational effectiveness.

• Performadditionalduties and cross-functional support activities as assigned by leadership.

Commitments:

• Demonstrate professionalism, integrity, and accountability in all interactions with customers, dealers, vendors, and team members.

• Maintain positive and collaborative working relationships across departments while contributing to a respectful andsolution-oriented work environment.

• Deliver a high standard of customer service by prioritizing responsiveness, accuracy, and follow-through.

• Maintain current working knowledge of company products, systems, service procedures, and technical resources through ongoing training and development.

• Support company goals related to customer satisfaction, operational efficiency, product quality, and continuous improvement.

• Represent the company in a professional manner through communication, organization, and workplace conduct.

• Contribute to team success byidentifyingopportunities for process improvement and supporting business growth initiatives.

• Follow all company policies, procedures, and safety expectations.

Qualifications:

• 25 years of experience in a customer-facing service, warranty, parts, or support role preferred.

• Strong customer service, interpersonal, and verbal/written communication skills with the ability to build positive relationships with customers, dealers, vendors, and internal teams.

• Ability to professionally manage customer concerns and negotiate resolutions in a calm, solution-oriented manner.

• Strong organizational, multitasking, and time management skills with attention to detail and accuracy.

• Ability to create,maintain, and document records, reports, correspondence, and work orders accurately.

• Proficiencyin Microsoft Office Suite, CRM systems, project management software, and general data entry functions.

• Basic math, pricing, and accounting comprehension related to estimates, invoices, warranty claims, andpartsorders.

• Mechanical aptitude with the ability to understand technical terminology, diagnose customer-reported concerns, and communicate repair needs effectively.

• Experienceidentifyingservice and replacement parts using diagrams, manuals, technical documentation, and product knowledge preferred.

• Knowledge of adventure vehicle, RV, trailer, or related recreational products preferred, or the ability and willingness to learn quickly.

• Prior experience with warranty administration, supplier chargebacks, or vendorclaimsprocessing preferred.

• Ability to work collaboratively in a fast-paced environment while adapting to changing priorities and business needs.

Benefits:

• A culture that valuesopportunitiesfor growth and development.

• Competitive base pay with PTO and paid Holidays.

• Wage:$19- $22,DOQ

• Comprehensive medical, dental,vision, and lifeinsurance benefit programs.

• Company match 401(k) retirement savings program.