Mgr Customer Care - Textron
Dallas, TX
About the Job
Mgr Customer Care
Description
Textron Specialized Vehicles Inc. is a leading global manufacturer of golf cars, utility and personal transportation
vehicles, snowmobiles, side-by-sides, all-terrain vehicles, professional turf-care equipment, and ground support
equipment. Textron Specialized Vehicles markets products under several different brands. Its vehicles are found in
environments ranging from golf courses to factories, airports to planned communities, and theme parks to hunting
preserves.
Responsibilities:
* Ensure high level of customer service for TSV dealers and end consumers by identifying and implementing
process improvements.
* Lead the cross functional team responsible for closing customer issues through our CCTR (customer care
tracking report) process.
* Manage team in the day-to-day operations of the call center including order entry, order tracking, order
invoicing, outbound calling, and resolution of customer concerns.
* Drive revenue through call center with outbound calls, proactive up selling, and improved customer
service.
* Track and reduce abandon rates and wait times for incoming calls.
* Drive warranty cost reductions through thorough reporting of issues and drive for engineering resolution
Qualifications
* Education: Bachelor’s degree required
* Years of experience: 5 or more years of experience in customer service required
* Software Knowledge: Microsoft Office Applications (Word, Excel and PowerPoint), Phone System
reporting tools
* Strong customer focus, verbal communication, and problem-solving skills
* Must have a wide range of business knowledge; preferably related to dealer organizations representing
product, parts and accessories, warranty, service and sales
* Strong knowledge of Powersports vehicles including features and benefits, competitive accessories in
market and technical knowledge
EEO Statement
Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.
Recruiting Company: Textron Specialized Vehicles
Primary Location: US-Texas-Dallas
Job Function: Product Support
Schedule: Full-time
Job Level: Manager with Direct Reports
Job Type: Experienced
Shift: First Shift
Job Posting: 09/11/2024, 1:19:19 PM
Job Number: 327536
Description
Textron Specialized Vehicles Inc. is a leading global manufacturer of golf cars, utility and personal transportation
vehicles, snowmobiles, side-by-sides, all-terrain vehicles, professional turf-care equipment, and ground support
equipment. Textron Specialized Vehicles markets products under several different brands. Its vehicles are found in
environments ranging from golf courses to factories, airports to planned communities, and theme parks to hunting
preserves.
Responsibilities:
* Ensure high level of customer service for TSV dealers and end consumers by identifying and implementing
process improvements.
* Lead the cross functional team responsible for closing customer issues through our CCTR (customer care
tracking report) process.
* Manage team in the day-to-day operations of the call center including order entry, order tracking, order
invoicing, outbound calling, and resolution of customer concerns.
* Drive revenue through call center with outbound calls, proactive up selling, and improved customer
service.
* Track and reduce abandon rates and wait times for incoming calls.
* Drive warranty cost reductions through thorough reporting of issues and drive for engineering resolution
Qualifications
* Education: Bachelor’s degree required
* Years of experience: 5 or more years of experience in customer service required
* Software Knowledge: Microsoft Office Applications (Word, Excel and PowerPoint), Phone System
reporting tools
* Strong customer focus, verbal communication, and problem-solving skills
* Must have a wide range of business knowledge; preferably related to dealer organizations representing
product, parts and accessories, warranty, service and sales
* Strong knowledge of Powersports vehicles including features and benefits, competitive accessories in
market and technical knowledge
EEO Statement
Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.
Recruiting Company: Textron Specialized Vehicles
Primary Location: US-Texas-Dallas
Job Function: Product Support
Schedule: Full-time
Job Level: Manager with Direct Reports
Job Type: Experienced
Shift: First Shift
Job Posting: 09/11/2024, 1:19:19 PM
Job Number: 327536
Source : Textron