Customer Care Specialist

Kawasaki; Lake Forest (CA); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision and Pet 보험

401(k) match

Life and Disability benefits

Generous PTO policy

Up to 12 paid company holidays

Employee discounts on Kawasaki产品

Job summary

Kawasaki is seeking an on-site Customer Support Specialist in Lake Forest, CA. Responsibilities include handling inquiries via phone, chat, email, and letters, resolving warranty and dealer issues, and documenting all interactions in the Product Support system.

The role requires a high school diploma or GED (BA/BS preferred) and 1–2 years in customer service. CRM and DMS experience are a plus, with extensive Microsoft 365 use expected.

Qualifications

• Requires high school diploma or GED; BA/BS preferred.
• One to two years of relevant experience in customer service or training.
• Strong communication and ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Communicate with customers by phone, chat, letters, and email to advocate for customer satisfaction.
• Investigate and resolve warranty, parts, and dealer issues with product knowledge and internal coordination.
• Follow guidelines to independently determine satisfactory solutions and document communications in the system.
• Suggest solutions to maximize customer satisfaction while following Kawasaki policies and follow up to ensure resolution.
• Maintain current knowledge of Kawasaki products and participate in trainings.

Skills

Communication skills

Customer service

Teamwork

Organizational skills

Education

High school diploma or GED

BA/BS preferred

Tools

CRM platforms

DMS software

Microsoft 365 (Outlook, Word, Excel, Teams)

Job description

• On-site
• Full-Time
• Requisition #: CUSTO002527

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.