Customer Care Specialist

About the position

The Customer Care Specialist is responsible for providing prompt and courteous assistance to customers of the Newmar brand, addressing inquiries related to their products. This role involves resolving customer issues, documenting interactions, and collaborating with cross-functional teams to enhance the customer experience.

Responsibilities

• Promptly address inquiries from users of Newmar products by providing answers during the first point of contact or by assisting them until the reason for their inquiry has been resolved.
• Document accurately and promptly all customer interactions, including inquiries, complaints, and resolutions in Newmar's CRM system.
• Collaborate with cross-functional teams to resolve customer issues and provide timely solutions.
• Assist customers with basic product operation questions guiding customers through level one type troubleshooting.
• Provide customers with basic product features, functionalities, and best practices to enhance the customer's experience.
• Escalate unresolved issues to the proper individuals or teams and follow-up with the customer and those working on the issues to ensure resolution.
• Maintain the product knowledge required to provide accurate and effective support to customers.
• Understand and retain a thorough understanding of Newmar's current practices and procedures related to providing customers with service.
• Provide continuous feedback to the Customer Service Manager and other leaders as appropriate with ways to enhance the customer experience.
• Complete other duties as assigned by the Customer Service Manager or other members of the Executive team.

Requirements

• High school diploma or GED required, associate or bachelor's degree preferred.
• Several years of experience in a customer relations position, preferably in the RV industry.
• Proficiency in the use of a CRM software and Microsoft Office Word, Excel, and Outlook.

Nice-to-haves

• Demonstrated commitment to providing exceptional customer service.
• Ability to build relationships with customers that enhance the customer experience.
• Strong problem solving and problem resolution skills.
• Effective interpersonal communication skills.
• Good written communication skills.
• Ability to comprehend technical details of a product and the product's function.
• Able to work effectively, independently or collaboratively in a team environment.
• Willingness to work flexible hours as needed to provide after-hours customer service.