A&E Customer Service Tech Agent - Lippert

Customer Service Tech Agent

Who We Are:

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries.  We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.

Why We are Different:

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are.  We have intentionally created a culture that values and celebrates our team members’ unique and varied backgrounds, perspectives, and experiences.  We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get:

1. A unique, inclusive and supportive company culture.
2. Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
3. Fair and competitive compensation.
4. Career development and mentoring and opportunities to gain experience.
5. Holiday, personal and vacation days.

Summary/Objective:

Customer Service Technical Representative is expected to provide information about organization’s products and services, handles customer complaints, process orders. Motivated to maintain customer satisfaction and contribute to company success. Has the ability to establish a rapport with clients, be dependable, and driven with strong time management and prioritization abilities. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. A degree of creativity, discretion, and latitude is expected.

Duties and Responsibilities:

1. Fulfills requests by clarifying desired information; completing transactions; forwarding requests
2. Maximize revenue opportunities through upselling avenues including maintenance and upgrade opportunities
3. Demonstrate an ability to know LCI products with a full understanding of how they mechanically relate to the RVs and the industry
4. Be knowledgeable of current and historical product operation, application, and troubleshooting
5. Serve and treat all customers with exceptional customer service and professionalism
6. Provide technical advice, service, and support to customers
7. Resolve problems by clarifying issues; researching and exploring answers, finding alternative solutions; implementing solutions; and escalating unresolved problems
8. Maintains call center database by entering information into Salesforce
9. Frequently utilizes good judgement to effectively conclude customer inquiries
10. Updates job knowledge through reoccurring product training sessions
11. Recognize, document, and alert the leader of trends of customer calls and emails
12. Computer literate with the ability to learn customer service software applications
13. Build and maintain relationships with customers by having a keen awareness of the customer journey and continuously strive to make the journey as positive and profitable as possible

Working Conditions:

• Primarily working indoors, office environment.
• May sit for several hours at a time.
• Prolonged exposure to computer screens.
• Repetitive use of hands to operate computers, printers, and copiers.

Qualifications:

• Customer Service Experience
• High school degree or GED

Essential Functions:

1. Resolving issues and troubleshooting technical problems
2. Providing proactive customer outreach
3. Accurately process and record call transactions
4. Offer alternative solutions where appropriate
5. Ability to read and interpret product specifications/prints
6. Ability to review and interpret product defect photos
7. Strong technical aptitude, preferably in LCI parts and RV applications
8. Articulate oral and written communication skills with the ability to communicate with a wide variety of customers by telephone, electronically, or face to face
9. Able to interpret customers’ description of their Coach problems and translate those into clear instructions for the service technicians
10. Ability to assess and evaluate the work of technicians

Competencies:

Team Player: Demonstrates the ability to collaborate effectively with colleagues from diverse backgrounds, fostering a supportive and inclusive work environment. Actively participates in team discussions, shares knowledge and expertise, and contributes to collective goals while respecting differing opinions and perspectives.

Communication Proficiency: Possesses strong verbal and written communication skills to convey ideas, information, and instructions clearly and effectively. Listens actively to others, asks clarifying questions, and provides feedback in a constructive manner. Demonstrates proficiency in adapting communication style to suit different audiences and contexts.

Organizational Skills: Exhibits excellent organizational abilities to manage multiple tasks, priorities, and deadlines efficiently. Demonstrates meticulous mindfulness in planning and executing projects, maintaining accurate records, and tracking progress. Effectively utilizes tools and systems to streamline workflows and optimize productivity.

Follow-up Skills: Displays an initiative-taking approach to follow-up by consistently monitoring and tracking tasks, projects, and commitments to ensure timely completion. Demonstrates persistence and thoroughness in addressing outstanding issues, resolving conflicts, and obtaining necessary approvals or feedback. Maintains clear communication regarding follow-up actions and timelines.

High Personal Accountability: Takes ownership of responsibilities and actions, holding oneself to a high standard of performance and integrity. Demonstrates reliability and consistency in meeting commitments and deadlines. Accepts accountability for outcomes, learns from mistakes, and takes proactive steps to rectify errors or improve performance.

Decision Making: Exhibits sound judgment and critical thinking skills in evaluating situations, assessing risks, and making informed decisions. Considers relevant information, alternatives, and potential consequences before acting. Demonstrates confidence in decision-making abilities while remaining open to feedback and seeking input from relevant stakeholders when appropriate.

Initiative: Displays a proactive and self-motivated approach to identifying opportunities for improvement, problem-solving, and taking action without explicit direction. Shows willingness to go above and beyond assigned duties to contribute to the achievement of organizational goals. Seeks out new challenges, explores innovative solutions, and demonstrates a continuous learning mindset.

Quality Management/Control: Demonstrates a commitment to delivering high-quality work by adhering to established standards, procedures, and best practices. Pays attention to detail and strives for excellence in all tasks and deliverables. Actively monitors quality metrics, identifies areas for improvement, and implements corrective actions to ensure consistency and effectiveness.

Time Management: Effectively manages time and resources to prioritize tasks, meet deadlines, and achieve objectives efficiently. Demonstrates the ability to allocate time appropriately to different responsibilities, balance competing demands, and avoid procrastination. Utilizes time management tools and techniques to optimize productivity and minimize distractions.

Supervisory Responsibility:

This role does not have any supervisory responsibility upon hiring.

Physical Demands:
While performing the duties of this job, the team member is regularly required to talk and hear. This position requires sitting, data entry, and a telephone headset. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work:

This is a full-time hourly position, and the expected work hours are 40 hours per week, Monday through Friday; weekend and late evening work may be necessary.

Travel:

Travel will be zero to minimal and would be primarily local during the business day.

Preferred Education and Experience:

1. Customer Service Experience is preferred but not required
2. Bachelor’s degree
3. Prior Inside Sales experience is preferred but not required
4. Prior experience in the RV industry

Additional Eligibility Qualifications:
List any other specific eligibility qualifications.

Work Authorization/Security Clearance:

Must be legally authorized to work in the United States.

AAP/EEO Statement:

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law.  This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters.  All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member.  Compliance with the letter and spirit of this policy is required of all team members.  Violations of this policy should be immediately reported to your leader or to any member of leadership.  Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law.  This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters.  All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member.  Compliance with the letter and spirit of this policy is required of all team members.  Violations of this policy should be immediately reported to your leader or to any member of leadership.  Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

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