Customer Service Representative II

Valterra Products is a U.S. company, and since 1981, Valterra has been a leading supplier of brand-name product lines to the RV, pool & spa, and plumbing industries. For over 30 years, Valterra has successfully owned and operated manufacturing and distribution operations in Tijuana, Mexico, to benefit from lower operating costs and the many advantages of manufacturing in North America. We are on a journey of continuous growth – now looking for our next star – a passionate Customer Service Representative II within our Customer Service capability. This position reports to the aligned Operations Supervisor and will work in Stuart, FL.

About the position

The Customer Support Representative II (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 - confidence 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. Customer service representatives can 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 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.
• Individual should be analytical, flexible, team-orientated, and have excellent follow up skills with strong attention to detail as well as the ability to meet deadlines.
• Ability to work independently and as part of a strong 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 t