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CARE TEAM MEMBER JOB DUTIES

The Care Team member is responsible for handling customer inquiries, schedules, complaints to ensure the highest level of care for the customer delivering prompt, professional solutions for all.

Responsibilities include:

+ Answer all customer calls promptly and professionally – while discussing and identifying the problem the customer is having.

+ Promptly schedules the customer appointments by identifying the best use technician’s availability with customer availability while ensuring the least amount of travel time.

+ Effectively work with technicians directly to receive payments, adjust workload & schedule, contact customers on behalf of the technicians when the customer is not responsive to the technician.

+ Adds to or adjusts work orders for the Mobile Team when they are in an area with no data coverage.

+ Communicate with customers on all scheduling adjustments and delays.

+ Identify opportunities to upsell Service & Maintenance special packages. Works with the customer to identify service or maintenance requests that would be complimented with the addition of a service & maintenance package, both beneficial to the customer and company.

+ Routinely follows up on a variety of Job & Estimate categories to ensure all customers are dealt with in an efficient and orderly manner.

+ Gather pertinent information on the RV being serviced, OEM & Ext Warranty information, service location, etc.

+ Deciphering & communicating expectations relative to payments, warranty, extended warranty, Retail, and services provided.

+ Ability to articulate service process and payment process to the customer.

+ Identify the appropriate response and strategy to solve customer issues as quickly as possible.

+ De-escalates conflicts when needed and demonstrates a calm and caring demeanor with the customer.

+ Keeps accurate records of customer interactions, transactions, comments, and complaints.

+ Escalates complaints to the respective manager when unable to resolve the issues or conflicts.

+ Returns phone calls, answers messages, and responds to emails from customers and internal inquiries in a timely manner.

+ Responds to paid information requests from Facebook, Google, and other sources. Responses are made using 3 Points of contact and followed up on 3 separate occasions.

+ Responds to customer inquiries that have been filtered through the Call Center

+ Responds to customer inquiries that have been filtered through the Technical Call Center.

+ Review Jobs & Estimates provided by the Mobile Service Team, Identifying missing information, pictures, and key details. Effectively communicates with the Mobile Service Team to gather the needed information.

+ Ability to effectively follow a Job or Estimate through the process and to completion that may take weeks or months to complete.

Requirements:

+ The ability to work under pressure and manage multiple tasks at one time.

+ Must be able to maintain a healthy relationship with both customers, Mobile Team, and leadership

+ Maintains a flexible work schedule.

+ Ability to read & understand maps

+ Have a basic understanding of RV types, components, and use.

+ Successfully collaborate with team members and other personnel throughout the Company.

+ Self-managed ability to interpret data and make confident recommendations for operational decisions.

+ Ability to be adaptable to changing business needs.

+ Consistently demonstrates analytical abilities, business ethics, meets deadlines, and works collaboratively with other team members.

+ Demonstrate a basic understanding of computer operating systems (Teams, Webex, Outlook, Google Maps)

+ Ability to learn and understand new software; efficiently and effectively use new software, such as Service Fusion.

Pay Range:

$20.90-$38.00 Hourly

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com

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.