Customer Experience Rep

Customer Experience Rep

Requirements

• High School Diploma or Equivalent required, Bachelor’s degree (preferred)
• Minimum of two years direct interface with consumers with Powersport, Motorcycle or Automotive dealership experience preferred
• Strong desire to deliver industry-leading consumer service and build strong consumer relationships
• Ability to maintain a positive attitude and treat each contact with professionalism and respect
• Strong prioritization skills and attention to detail
• Excellent problem solving and conflict resolution skills required
• Ability to work well under pressure and manage stressful interactions
• Ability to ask questions, easily process information and translate that to action
• Excellent oral and written communication skills; proficient in explaining complex situations to customers in an easy to understand fashion
• Current knowledge of computer software and applications preferred – Microsoft Outlook, Microsoft Office Suite of products, and SharePoint. CRM and AS400 experience a plus
• Technical/mechanical aptitude a plus

Responsibilities

• Supports contact center personnel with tools, process and information to drive customer satisfaction
• Interact with customers via email and over the phone to solve order and product related issues
• Use resources to assist in the buying decision of customers using Polaris managed websites and online Marketplaces
• Be Subject Matter Expert on Polaris Vehicles, Parts and Accessories; providing accurate fitment, diagnosis and support to Polaris Customers
• Ensures that customers have a positive experience; commit to meet or exceed customer expectations
• Facilitate problem solving, research, and dispute resolution between Polaris dealers, PG&A Technical Support, e-Commerce and consumers
• Use metrics to improve consumer satisfaction and conduct data analysis to identify root causes
• Accountable for follow-up with customers to assure problems/issues receive a timely response or resolution
• Build long-term relationships by providing customer-centric solutions in a timely fashion
• Maintain a positive representation of all Polaris brands at all times
• Participation in weekly status meetings with direct, indirect manager, and team
• Other duties as assigned

Preferred Qualifications

• Bachelor’s degree (preferred)
• Minimum of two years direct interface with consumers with Powersport, Motorcycle or Automotive dealership experience preferred
• Current knowledge of computer software and applications preferred – Microsoft Outlook, Microsoft Office Suite of products, and SharePoint. CRM and AS400 experience a plus
• Technical/mechanical aptitude a plus