Purpose: This position exists to interface with dealers and retail customers ensuring Jayco's product warranty and service objectives are administered and accomplished in a timely, cost effective manner.
Essential Functions:- Communicates with customers and dealers in a professional manner to gather facts, negotiate solutions and resolve disputes.
- Responds to telephone and written inquiries on a wide variety of issues using SOPs in a high call volume environment.
- Authorizes dealer warranty work within guidelines and procedures.
- Authorizes repairs and supplies parts to non-Jayco repair centers.
- Provides information repair procedures and initiates unit returns for repair work.
- Provides technical service information to dealers and customers.
- Files incident reports for property damage, personal injury or fire.
- Additional Functions:
- Enters pertinent information into unit files.
- Performs other duties relating to technical service bulletins, arranging for transportation of returned parts or units, etc.
Preferred Experience/ Knowledge:
Knowledge of RV construction processes, warranty provisions, codes & standards, Lemon Laws, etc.
Technical aptitude is required.
Prior high volume call center experience is helpful.
Necessary Skills & Abilities:
Willingness to learn, grow and adapt to an ever changing product environment.
Listening skills to thoroughly understand problems and respond appropriately in a timely manner.
Desire and ability to problem solve effectively.
Work Requirements:
This position may require sitting, standing, working in front of a computer monitor in an open office setting approximately 95% of the day.
This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other tools; reaching with hands and arms.
This position is a full-time position, which may require some flexibility in hours and days worked.
Regular attendance is required.
Supervisory responsibilities: none
Remote work:
not available. Management reserves the right to assign or reassign duties and responsibilities to this job at any time. Jayco offers a generous benefits package including:(2) Medical Insurance plan options, HSAs, and FSAsFamily Care Clinic for employees and dependents enrolled in a Jayco medical plan (IN only) Dental Insurance Vision insurance Disability and Life Insurance 401k plan with an annual discretionary match Wellness Benefits On-site Fitness Center access (IN only) Health Clinic for employee use (IN only) Employee Assistance Program (EAP)
Benefits:
