Customer Experience Representative (RVA, RVO, or Consumer)

Customer Experience Representative (RVA, RVO, or Consumer)

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 Experience Representative within our Customer Experience capability. This position reports to the aligned Customer Experience Leader and will work in Elkhart, IN.

About the position
Our customer experience group is created by three teams: RVOE, RVAM, and Consumer, to provide the best-in-class support for our customers:

• RVOE – original equipment, supporting RV manufacturers
• RVAM – aftermarket, supporting RV dealers
• Consumer – supporting the consumer who purchases from a dealer.

As a Customer Experience Representative, you will be aligned with one of the three teams.

Your main responsibilities

• Interface with customer calls or email to take orders, resolve routine problems, or provide product specifications
• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Responding promptly to customer inquiries
• Deliver pre and post-sale product information for call-in customers, dealers, and field-based Dometic sales team members
• Provide product cost and availability or offer alternatives, if necessary
• Utilize Dometic Core Values in day to day dealings with client base
• Understand and comply with internal call metrics
• Coordinate effectively with internal team members to ensure high quality and timely expedition of customer requests
• Apply knowledge and creativity to solve unforeseen or unstructured problems
• Maintain broad product knowledge and specifications
• Maintain positive high energy and have an outgoing personality

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 a solid experience within Customer Service and Call Centers – as well as the following qualifications and experiences:

• High school diploma or equivalent is required
• Call Center Sales experience is beneficial
• Knowledge of basic computer operations with high clerical tendencies including 10-key experience in D365 and AS400 a plus
• Excellent problem-solving skills including creative and logical thinking with great follow up
• Reliable with exceptional attention to detail
• Ability to speak French extremely beneficial

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

• Outstanding communication, interpersonal and customer service skills
• Customer Oriented mind set
• Self-Driver, high energy and able to excel in a fast-paced environment

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 hybrid policy. We see the social aspect of being in the office, meeting colleagues, having short coffee break interactions or a quick face to face meeting as key to success as we become more productive and fast paced in terms of problem solving, learning, cross functional collaboration and not the least in a way to have fun at work!

Are you our next star? Then we would love to see your application.

Dometic is passionate about building together an inclusive and equitable working environment, that respect