Customer Service Representative

Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications. Dometic Land Vehicles Americas is a trusted provider of high-end products for recreational vehicles, commercial passenger vehicles and overlanding vehicles in North America, Latin America, and the Caribbean. We are on a journey of continuous growth – now looking for our next star – a passionate Customer Service Representative within our Customer Service capability. This position reports to the aligned Operations Supervisor and will work in Stuart, FL.

The Customer Support Representative (CSR) responds to customers in a courteous, professional, respectful, in a timely manner. The right candidate exhibits strong communication skills and excellent active listening acknowledgment. The CSR role will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. Customer feedback is priceless, and this role plays a key role in capturing that feedback. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Your main responsibilities

• Manage large amounts of incoming calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Document customer feedback from all interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines, and policies.
• Use problem-solving skills - confident at troubleshooting and investigating for sufficient enough information to resolve customer complaints.
• Use communication skills – the role requires a candidate who is patient, empathetic, and passionately communicative, able to put themselves in their customers’ shoes and advocate for them when necessary.
• Go the extra mile to engage with customers.

What do we offer?

You are offered an interesting role in a dynamic, fast paced, and global environment with great opportunities to grow and take on new challenges. The growth at Dometic is continuous – which gives you great possibilities to evolve with the company.

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401 (k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact

A suitable background would be experience within Customer Service and Call Centers – as well as the following qualifications and experiences:

• Strong sense of urgency, enthusiasm, and a proven history of relentless execution.
• Good knowledge of manufacturing methods, processes, and operational requirements.
• Demonstrated sound judgement and ability to make balanced decisions.
• Strong analytical, problem solving, negotiation, and time management skills, able to effectively manage complicated situations and solve problems quickly.
• Excellent proficiency in data analysis.
• Well-developed organizational skills with the ability to manage a variety of tasks.
• Strong interpersonal skills to collaborate and lead diverse personalities across functions and sites.
• Analytical, flexible, team-orientated with excellent follow up skills with strong attention to detail
• Able to meet deadlines.
• Ability to work independently and as part of a team.

Dometic’s Core Values

To thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change, and We walk the talk; these values reflect the heart and soul of Dometic, and they define what it takes to work here and how we do things.

Dometic operates with a 4+1 policy, 4 days per week in the office and the possibility to work 1 day per week remotely. We see the social aspect of being in the office, meeting colleagues, having short coffee break interactions or a quick face to