Customer Service Specialist (Trilingual) - Corps Team

Our client, a leader in the power sports industry, is seeking an experienced Customer Service Specialist for a 6+ month contract assignment in Plymouth, MN.  This role is hybrid with Tuesdays and Thursdays onsite. Candidate must have verbal and written fluency in English, Spanish and French. 

JOB SUMMARY:

The Customer Service Specialist plays a prominent role as the face of the brands before and after the customer’s purchase of the product.  Owners contact the team with questions, concerns, feedback or ideas regarding their product(s), and the Customer Service Specialist’s role is to build rapport, listen, problem solve, and connect with the owners while delivering consistent transparency and communication throughout the interaction.  The role works to build relationships with current customers and establish a channel of communication for future customers.

The Customer Service Specialist is a champion of the brand, while delivering a personalized, high touch, single point of ownership experience. For this role, the client are looking for someone with verbal and written fluency in English, Spanish, and French languages, including relevant customer service language.

ESSENTIAL DUTIES & RESPONSIBILITIES:
Case Ownership Responsibilities:

• ?Communicate with owners in a highly individualized way, ensuring the conversation is focused on that owner and demonstrating agility to understand owner’s specific needs and provide solutions
• Manage cases and time to follow-up with possible customers
• Provide product expertise on a variety of products (parts, accessories and apparel)
• Proactively conduct dealership outreach to facilitate repairs on the behalf of the owner to build brand connection
• Analyze the Owner’s complaints, Dealer’s diagnostic findings and repair history, and consider other potential sources of information for use in evaluating available remedies to the Owner
• Internal/External Voice of Customer:
• Manage proactive outreach to owners who have provided poor reviews about our brand/dealers via survey feedback
• Represent our brands as a “brand champion”, and actively enhance it with all levels of owners including possible follow-up communications
• Represent the voice of owners with Technical Service, Warranty, Product Teams, Technical Parts, PG&A, Engineering, and Quality, communicating information on product opportunities

 
SKILLS, KNOWLEDGE & EDUCATION:

• Verbal and written fluency, English, Spanish, and French
• Minimum of 2-year degree, 4-year preferred
• 3+ years of B2C experience; Powersports, or automotive dealership experience preferred
• Strong analytical and problem-solving skills with a commitment to meet or exceed service level promise
• Excellent oral and written communication skills with individuals at all levels; proficient in explaining complex situations to owners in an easy to understand fashion
• Ability to demonstrate both empathy and tenacity by delivering even tough messages with understanding and willing to help drive root cause issue resolution on difficult and/or repeat concerns
• Critical thinking skills to work in a grey area role that may not have standard answers for all situations
• Effective decision-making, problem solving and negotiating skills
• Excel in a fast-paced varied environment, handling reactive phone and email contacts, proactive outbound contacts, follow-up communication, coordination with internal departments and dealers
• Team player - act as a liaison between internal departments and bridge communication gaps
• Current knowledge of computer software and applications preferred – Microsoft Outlook, Microsoft Office Suite, and SharePoint.  Facebook, Twitter, Instagram, CRM and AS400 experience a plus

Preferred

• Experience with Microsoft CRM365
• A Powersports enthusiast

Pay Rate-$26.58-  $29.58
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