Powersports Customer Care Specialist: Solutions & Support

Kawasaki Heavy Industries, Ltd.; 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

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.