Job Description

Our client, a leader in the power sports industry, is seeking a Customer Support Representative for a 6+ month contract assignment (with potential to extend/convert to perm) in Plymouth, MN. This role is hybrid.

Schedule:

Training Period Week 1: Tues-Fri, 8hr days (onsite Tues, Wed, Thurs)

Training Period Week 2: Mon-Fri, 8hr days (onsite Tues, Wed, Thurs)

Regular Schedule After Training: Thurs-Sun (onsite Thurs, remote Fri-Sun); 4, 10-hour days (8am-7pm).

Overview:

As a member of the Service and Operations Support Team, the Customer Support Representative will support Outfitter and Dealer daily operations. They are 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 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 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, 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 functions.

Member Support:

• Provides a premium experience for the membership program. Empowered to resolve issues and deliver solutions that create a 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.

Internal Team Support:

• Assist internal teams on data entry and other ad-hoc projects.
• Tier 1 support via case platform.

Qualifications:

• Bachelor’s degree in business or related field preferred.
• Must be open to working nights/weekends (as scheduled).
• Proven track record of excellent customer service.
• Strong attention to detail.
• Ability to understand and follow process flows, white challenging the status quo in an effort to improve the overall program.
• Must be able to build rapport in verbal and written communications.
• 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: $22-24/hr on weekdays with a $1 increase on Saturdays and Sundays.

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