Job description

* This position requires 2-3 weeks of in person training at our office in Island Lake. After that you are free to start working from home! *

*Salaried pay based on experience*

As a Customer Service Specialist, you play a vital role in ensuring customer satisfaction. Your purpose is to evaluate and understand customers' situations and serve as the liaison with the appropriate dealership location. You possess the necessary skills to problem-solve and de-escalate complex situations in a timely manner. You have the ability to establish trust between both parties and work together to build a plan for resolution. In this position, you will create prominent relationships with key leaders in the company to gain insight on appropriate processes to educate customers and prevent further grievances.

ROLES & RESPONSIBILITIES:

• Responsible for the intake and routing of customer issues that come into the organization through various channels (phone, email, social media) and logging the case details in Salesforce.

• Contact customers to ensure the customer feels heard; understand issues or challenges encountered during resolution process.

• Provide exemplary customer service on every customer interaction, including but not limited to; calls, emails, social media and any other type of communication. Pay attention to detail and provide customers with first class customer service.

• When possible/appropriate, you will offer a resolution on the first call. In more complex matters, you will research our systems and partner with our dealership locations to gather all relevant data and attach it to the Salesforce case so that a Leadership team member can partner with the proper internal resources to execute an appropriate remedy for the customer.

• Collaborate and support the decision-making skills of the leadership team at the dealership level.

• Responsible for keeping accurate records of all interactions with customers and dealership personnel in Salesforce. You will serve as an advocate for CW and the outdoor lifestyle we support.

EXPECTATIONS:

• Communicate effectively with the CEC leadership team to bring forth the highest levels of customer service, resolution and satisfaction.

• Be the champion, hero and advocate for the customer at all times.

• Build trusted relationships with key stakeholders within the business (General Managers, Market Managers) by understanding their perspective in building a resolution plan for the customer.

• Be disciplined with continued customer contact to ensure all parties are up to date and informed on current.

• Use in-depth knowledge of the RV industry and/or business processes to educate customers and increase case resolution to provide overall customer.

• Be team-focused by helping all CEC employees to successfully serve our customers.

• Positively accept and show self-resilience to learn new processes, procedures, and techniques that embrace change.

Full-time associates are offered a comprehensive benefit package including medical, dental, vision, PTO, 401k and more! Part-time associates are offered access to dental & vision coverage! We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Wauconda, IL 60084: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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