Customer Care Specialist

Winnebago Industries; Nappanee (IN); On-site; USD 28,000 - 48,000; Full time

Job summary

Newmar Corporation in Indiana seeks a customer service professional to address inquiries about Newmar brand products, documenting interactions in the CRM, and working with cross-functional teams to resolve issues. The role requires explaining basic product operation and guiding customers through troubleshooting, with an emphasis on delivering exceptional service.

Hours are from 11:30 am to 8 pm, and candidates should be able to work evenings and weekends as needed.

Qualifications

• High school diploma or GED required; further education preferred.
• Several years of customer relations experience, ideally in RV or related industries.
• Proficiency with CRM software and Microsoft Office suite.

Responsibilities

• Provide prompt and courteous assistance to purchasers of Newmar brand products.
• Document all customer interactions in the CRM accurately and promptly.
• Collaborate with cross-functional teams to resolve issues and provide timely solutions.
• Assist customers with basic product operation questions and troubleshooting.
• Escalate unresolved issues and follow up to ensure resolution.
• Maintain up-to-date product knowledge and share feedback to improve service.

Skills

Customer service

CRM software

Communication

Problem solving

Multitasking

Education

High school diploma or GED

Associate or bachelor’s degree preferred

Tools

CRM Software

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

A Little About Us

Operating since 1968, Newmar Corporation has been helping customers explore the outdoor lifestyle, enabling extraordinary mobile experiences as they travel, live, work, and play. Newmar has been synonymous in the RV industry with luxury, quality, and innovative motor coaches. In every part of our company, we relentlessly pursue continuous improvement and enhanced productivity, driving out waste, and creating meaningful strategic differentiation. Newmar is part of Winnebago Industries, Inc. a leading U.S. manufacturer of outdoor lifestyle experiences under the Winnebago, Newmar, Grand Design, Chris-Craft, and Barletta brands.

Primary Objective of Position

Provide prompt and courteous assistance to purchasers of the Newmar brand product addressing inquiries related to their product.

Key Areas of Responsibility

• Promptly address inquiries from users of Newmar products by providing answers during the first point of contact or by assisting them until the reason for their inquiry has been resolved.
• Document accurately and promptly all customer interactions, including inquiries, complaints, and resolutions in Newmar’s CRM system.
• Collaborate with cross-functional teams to resolve customer issues and provide timely solutions.
• Assist customers with basic product operation questions guiding customers through level one type troubleshooting.
• Provide customers with basic product features, functionalities, and best practices to enhance the customer’s experience.
• Escalate unresolved issue(s) to the proper individuals or teams and follow-up with the customer and those working on the issue(s) to ensure resolution.
• Maintain the product knowledge required to provide accurate and effective support to customers.
• Understand and retain a thorough understanding of Newmar’s current practices and procedures related to providing customers with service.
• Provide continuous feedback to the Customer Service Manager and other leaders as appropriate with ways to enhance the customer experience.
• Complete other duties as assigned by the Customer Service Manager or other members of the Executive team.

Key Attributes

• Demonstrated commitment to providing exceptional customer service.
• Ability to build relationships with customers that enhance the customer experience.
• Strong problem solving and problem resolution skills.
• Ability to multitask in a fast-paced environment.
• Effective interpersonal communication skills.
• Good written communication skills.
• Ability to comprehend technical details of a product and the product’s function.
• Able to work effectively, independently or collaboratively in a team environment.
• Ability to be on call nights and weekends to provide after-hours customer service.

Education & Experience

• High school diploma or GED required, associate or bachelor’s degree preferred.
• Several years of experience in a customer relations position, preferably in the RV industry.
• Proficiency in the use of a CRM software and Microsoft Office Word, Excel, and Outlook.

The hours for this position will be from 11:30 am to 8 pm.