Customer Service Tech Agent

Lippert Components; South Bend (IN); On-site; USD 42,000 - 54,000; Full time

Job summary

Lippert Components is seeking a Customer Service Technical Representative to support customers of RV products from our Indiana facility. The role focuses on resolving inquiries, processing orders, and delivering technical guidance to ensure customer satisfaction.

The ideal candidate will have strong communication skills, familiarity with Salesforce and Microsoft Office, and prior call center experience. This is a full-time on-site position with opportunities to upsell service and maintenance

Qualifications

• Strong customer service knowledge and call center experience.
• Proficient with Word, Excel, AX and Salesforce.
• 1–2 years of call center experience preferred.

Responsibilities

• Answer inquiries by clarifying information and processing requests.
• Upsell maintenance and upgrade opportunities to maximize revenue.
• Provide technical advice and support to customers.
• Enter and maintain data in Salesforce.

Skills

Technical aptitude

Communication skills

Resource utilization

Problem interpretation

Phone support

Tools

Microsoft Office

Salesforce

Job description

Summary / Objective

Customer Service Technical Representative is expected to provide information about organization’s products and services, handle customer complaints, and process orders. Motivated to maintain customer satisfaction and contribute to company success, they must establish a rapport with clients, be reliable, and driven with strong time management and prioritization abilities. They rely on experience and judgment to plan and accomplish goals, perform a variety of tasks, and exhibit a degree of creativity, discretion, and latitude.

Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Answer customer inquiries by clarifying desired information. Research, locate, and effectively communicate customer questions and concerns:

1. Fulfills requests by clarifying desired information, completing transactions, and forwarding requests.
2. Maximizes revenue opportunities through upselling avenues including maintenance and upgrade opportunities.
3. Demonstrates an ability to know LCI products with a full understanding of how they mechanically relate to RVs and the industry.
4. Maintains knowledge of current and historical product operation, application, and troubleshooting.
5. Serves and treats all customers with exceptional customer service and professionalism.
6. Provides technical advice, service, and support to customers.
7. Resolves problems by clarifying issues, researching and exploring answers, finding alternative solutions, implementing solutions, and escalating unresolved problems.
8. Maintains the call center database by entering information into Salesforce.
9. Frequently utilizes good judgement to effectively conclude customer inquiries.
10. Updates job knowledge through recurring product training sessions.
11. Recognizes, documents, and alerts the supervisor of trends in customer calls.
12. Is computer‑literate with the ability to learn customer service software applications.
13. Exhibits professional verbal and written communication skills.
14. Builds and maintains relationships with customers by having a keen awareness of the customer journey and continuously striving to make the journey as positive and profitable as possible.
15. Conducts self as a team member with co‑workers to foster a healthy and professional working environment.

Working Conditions

1. Primarily working indoors in an office environment.
2. May sit for several hours at a time.
3. Prolonged exposure to computer screens.
4. Repetitive use of hands to operate computers, printers, and copiers.

Qualifications

1. Strong technical aptitude, preferably in LCI parts and RV applications.
2. Articulate oral and written communication skills with the ability to communicate with a wide variety of customers by telephone, electronically, or face to face.
3. Ability to utilize all available resources including co‑workers.
4. Able to interpret customers’ description of their coach problems and translate those into clear instructions for the service technicians.
5. Communication skills are required to connect staff and customers for a positive customer service experience.
6. Ability to always maintain a professional demeanor and positive attitude.
7. Demonstrates experience in sequential processing—utilizing multiple software programs and talking on the phone.
8. Ability to assess and evaluate the work of technicians.
9. Knowledge of company policies and procedures.
10. Ability to reflect LCI core values in both customer interaction and the interaction of co‑workers.

Essential Functions

1. Resolving issues and troubleshooting technical problems.
2. Providing proactive customer outreach.
3. Accurately processes and records call transactions.
4. Offers alternative solutions where appropriate.
5. Communicates clearly and effectively with end users, colleagues, and management.

Competencies

1. Communication proficiency/coaching.
2. Organizational skills.
3. Initiative.
4. Time management.
5. Process improvement.
6. Decision making.
7. Quality management/control.

Supervisory Responsibility

This role does not have any supervisory responsibility upon hiring.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. This position requires sitting, data entry, and using a telephone headset. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Position Type / Expected Hours of Work

This is a full‑time hourly position and the expected work hours are 40 hours per week, Monday through Friday; weekends and late evening to overnight work may be necessary.

Travel

Travel would be minimal and would be primarily local during the business day.

Preferred Education and Experience

1. Knowledge of customer service principles and practices.
2. A basic knowledge of Microsoft Office ("Word, Excel, AX") and Salesforce.
3. Previous customer service experience with a call center—1–2 years preferred.

Work Authorization / Security Clearance

Must be legally authorized to work in the United States.

Equal Employment Opportunity Statement

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status, or any other legally protected category as established by federal, state, or local law. This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave‑of‑absence, access to benefits, layoff, recall, termination and other personnel matters. All employment and personnel‑related decisions are based solely upon legitimate, job‑related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.