Customer Service Specialist - Technical Support

Jayco Family; Indiana, Northern (PA, KY); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical Insurance

Vision insurance

Disability and Life Insurance

401k plan with an annual discretionary

On-site Fitness Center access

Health Clinic for employee use

Employee Assistance Program

Job summary

Jayco is seeking a Customer Service Specialist - Technical Support in Middlebury, IN to interface with dealers and customers, ensuring warranty and service objectives are met efficiently.

You will resolve inquiries, authorize warranty work, provide repair information, and support high-volume calls with SOPs. Candidates should have technical aptitude and strong communication, with a customer-first mindset.

Qualifications

• Willingness to learn, grow and adapt to an ever changing product environment.
• Technical aptitude is required.
• Prior high volume call center experience is helpful.

Responsibilities

• Communicates with customers and dealers in a professional manner to gather facts, negotiate solutions and resolve disputes.
• Responds to telephone and written inquiries on a wide variety of issues using SOPs in a high call volume environment.
• Authorizes dealer warranty work within guidelines and procedures.
• Authorizes repairs and supplies parts to non-Jayco repair centers.
• Provides information repair procedures and initiates unit returns for repair work.
• Provides technical service information to dealers and customers.
• Files incident reports for property damage, personal injury or fire.
• Enters pertinent information into unit files.
• Performs other duties relating to technical service bulletins, arranging for transportation of returned parts or units, etc.

Skills

Customer service

Technical aptitude

Listening skills

Problem solving

Job description

Customer Service Specialist - Technical Support

Full Time Middlebury, IN, US

Purpose:This position exists to interface with dealers and retail customers ensuring Jayco’s product warranty and service objectives are administered and accomplished in a timely, cost effective manner.

Essential Functions:

• Communicates with customers and dealers in a professional manner to gather facts, negotiate solutions and resolve disputes.
• Responds to telephone and written inquiries on a wide variety of issues using SOPs in a high call volume environment.
• Authorizes dealer warranty work within guidelines and procedures.
• Authorizes repairs and supplies parts to non-Jayco repair centers.
• Provides information repair procedures and initiates unit returns for repair work.
• Provides technical service information to dealers and customers.
• Files incident reports for property damage, personal injury or fire.

Additional Functions:

• Enters pertinent information into unit files.
• Performs other duties relating to technical service bulletins, arranging for transportation of returned parts or units, etc.

Preferred Experience/ Knowledge:

• Knowledge of RV construction processes, warranty provisions, codes & standards, Lemon Laws, etc.
• Technical aptitude is required.
• Prior high volume call center experience is helpful.

Necessary Skills & Abilities:

• Willingness to learn, grow and adapt to an ever changing product environment.
• Listening skills to thoroughly understand problems and respond appropriately in a timely manner.
• Desire and ability to problem solve effectively.

Work Requirements:

• This position may require sitting, standing, working in front of a computer monitor in an open office setting approximately 95% of the day.
• This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other tools; reaching with hands and arms.
• This position is a full-time position, which may require some flexibility in hours and days worked.
• Regular attendance is required.
• Supervisory responsibilities: none
• Remote work: not available.
• Management reserves the right to assign or reassign duties and responsibilities to this job at any time.

Jayco offers a generous benefits package including:

• (2) Medical Insurance plan options, HSAs, and FSAs
• Family Care Clinic for employees and dependents enrolled in a Jayco medical plan (IN only)
• Vision insurance
• Disability and Life Insurance
• 401k plan with an annual discretionary match
• On-site Fitness Center access (IN only)
• Health Clinic for employee use (IN only)
• Employee Assistance Program (EAP) Benefits