Our client, a leader in the power sports industry, is seeking an experienced Customer Support Representative for a 6+ month contract assignment in Plymouth, MN. This role is hybrid. The schedule is Thursday through Sunday, 8:00 AM to 7:00 PM.
Job Summary:
As a member of the Service and Operations Support Team, the Customer Support Representative (CSR) – Tier 1 will support Outfitter and Dealer daily operations. The CSR – Tier 1 is responsible for providing first line outfitter support by phone and email and escalating as appropriate. The Customer Support Representative Team is dedicated to delivering exceptional customer experiences.
Essential Duties & Responsibilities:
Outfitter Support
- Operate as the first point of contact for Outfitters (B2B) via CRM and phone system.
- Ensure timely and accurate responses to daily Outfitter program inquiries.
- Provide ad-hoc training to Outfitters related to adventure tools and processes such as MPWR Book, MPWR Learn, Check In/Out Process, Insurances, Accounting, and Program policies.
- Communicate pertinent information about Outfitters/Members to leadership team. Details may include competitive intelligence, expansion and growth initiatives, marketing activities, and support trend/concerns.
- Ability to recognize unique situations and escalate as needed.
- Partner with Regional Account Managers to build long-term relationships.
- Work collaboratively and cross functionally with all internal teams.
- Perform other tasks as assigned.
Member Support
- Provides a premium experience for the membership program. Empowered to resolve issues and deliver solutions that create positive customer interaction.
- Operates as the first point of contact for customer support; handling inquiries and requests from members and handing off leads to the Sales team.
- Facilitates member reservations; familiar with catalog offerings, knowledgeable of process and requirements, maintains accurate reservation data, and supports member bookings.
Xchange Team Support
- Tier 1 support for the Xchange team via case platform.
Internal Team Support
- Assist internal teams on data entry and other ad-hoc projects.
Skills, Knowledge, & Experience:
- Bachelor’s degree in business or related field is preferred.
- Must be open to working nights/weekends (as scheduled).
- Customer service experience.
- Strong attention to detail.
- Ability to understand and follow process flows, while challenging the status quo in an effort to improve the overall program.
- Must be able to build rapport in verbal and written communications.
- High performer that takes initiative with the ability to anticipate the needs of the customer.
- Must be able to negotiate challenges, remove barriers, and work through issues.
- Superior interpersonal skills. Ability to work professionally and effectively with a diverse group of individuals, building strong relationships with Outfitters and team members, and resolve conflicts or concerns as they arise.
Pay Rate- $22.00- $24.00/hour