Customer Care Specialist

Kawasaki; California; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Job summary

Kawasaki Heavy Industries, Ltd. in California is seeking a Customer Service Representative to advocate for customers by phone, chat, letters, and email, resolving warranty, parts, and dealer issues with thorough documentation.

The role requires strong communication, basic mechanical knowledge, and the ability to prioritize tasks in a fast-paced environment. Training is provided, and knowledge of Kawasaki products will be kept current through ongoing education.

Qualifications

• Exhibits excellent oral and written communication skills.
• Must have basic mechanical knowledge and ability to understand technical terms.
• Demonstrate the ability to prioritize and organize multiple tasks.
• Extremely detailed and deadline oriented.
• Brings energy and enthusiasm to group or team efforts.
• Demonstrates a positive attitude; self-motivated and able to work as part of a team.
• Willing to accept responsibility and be relied on to perform in a fast paced, high stress environment.
• Attendance must be maintained at a satisfactory level.
• Strong working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Experience with CRM platforms and dealership management systems (DMS).

Responsibilities

• Communicates with customers via phone, chat, letters, and email to advocate for satisfactory solutions.
• Investigates and resolves warranty/parts/dealer issues with proper documentation and cross-department coordination.
• Independently determine appropriate actions using established guidelines.
• Suggests solutions to maximize customer satisfaction while adhering to Kawasaki policies.
• Documents all communications in the Product Support system accurately.
• Keeps knowledge updated on Kawasaki products, services, and promotions.
• Composes correspondence to customers via email, letters, or faxes in response to issues.

Skills

Communication

Mechanical knowledge

Prioritization

Detail orientation

Teamwork

MS 365 proficiency

CRM/DMS experience

Education

High school diploma or GED

Bachelor's degree preferred

Tools

CRM platforms

DMS systems

Microsoft 365 (Outlook, Word, Excel, Teams)

Job description

Description

Duties and Responsibilities:

• Communicates with consumers by phone, chat, letters, and/or email and determines the best course of action to advocate on our customers’ behalf to obtain customer satisfaction.
• Investigates and resolves retail customer issues involving warranty, parts, and dealer matters by thoroughly reviewing relevant information, including product failure analysis, and compiling the documentation needed to support resolution. Coordinates with internal departments as appropriate to clarify concerns, identify solutions, and resolve customer issues.
• Able to use established guidelines to independently determine the appropriate course of action to provide a satisfactory solution to the situation presented.
• Identifies and recommends solutions that maximize customer satisfaction while adhering to Kawasaki’s established policies. Consistently follows up to ensure customer concerns are resolved satisfactorily.
• Accurately documents all communications and log details in the Product Support system.
• Maintains current knowledge of all Kawasaki products, services, promotions, parts, etc. Attend training classes and read all relevant materials pertaining to new Kawasaki products and programs.
• Composes correspondence via email, letters or faxes in response to consumer issues and concerns.

Education and Experience:

A high school diploma or GED is required. A bachelor's degree (BA/BS) from an accredited four-year college or university is preferred. Candidates must have one to two years of related experience and/or training in a customer service environment, or an equivalent combination of education and experience. Previous powersports dealership experience is preferred.

Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The items listed below are representative of the knowledge, skill, and/or ability required.

• Exhibits excellent oral and written communication skills.
• Must have basic mechanical knowledge and ability to understand technical terms.
• Demonstrate the ability to successfully prioritize and organize multiple competing tasks.
• Extremely detailed and deadline oriented.
• Brings energy and enthusiasm to group or team efforts.
• Demonstrates a positive attitude; self-motivated and able to work as part of a team.
• Willing to accept responsibility and be relied on to perform in a fast paced, high stress environment.
• Attendance must be maintained at a satisfactory level.
• Strong working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Experience with customer relationship management (CRM) platforms and dealership management systems (DMS).

To support your health and wellness goals, Kawasaki provides a comprehensive benefits program dedicated to the well-being of our employees and their families.

What we offer:

• Competitive salary based on experience
• Medical, Dental, Vision and Pet insurance
• 401(k) match
• Life and Disability benefits
• Generous PTO policy
• Up to 12 paid company holidays
• Employee discounts on Kawasaki products

KMC is an Equal Opportunity Employer; employment with KMC is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.