Representative Customer Service II

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Requisition ID: 20697 Fleetwood is one of the oldest and most popular RVs on the road and in the RV industry. We have manufactured Class A RVs for over 65+ years which is more than double most of our competition. Now manufacturing RVs under the Fleetwood, American Coach, and Holiday Rambler brands, we spent a lot of time figuring out how to make the best motorhome possible–and it all starts with construction innovation. From a perfect combination of power & reliability to hand-selecting your RV interior, we know how to make your RV Home a home.   Fleetwood RV is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency, commercial, and recreation markets. REV Group’s extensive vehicle line-up includes models such as ambulances, fire trucks, school buses, terminal trucks, RV’s, luxury buses, and much more. Our 6,500+ employees continuously demonstrate their commitment to building innovative and reliable vehicles that our customers can depend on whether for a family trip across the U.S. or when responding to an emergency. We also hire over 200 veterans and or those transferring out of the military each year. Rev Group is a veteran friendly employer and hires over 200 veterans and or those transferring out of the military each year.  

As a key member of the Fleetwood Warranty Team, this mid-level Customer Service Representative II position will ensure we meet or exceed our commitments to our customers and dealers through a variety of multitasking assignments including processing warranty policy requests and skillful writing of technical documents for our specialty vehicles. This position requires effective keyboarding, verbal and written communication skills, time management, and adherence to warranty policy.

Job Purpose:

Provide world class customer service through start to finish project coordination as it related to technical developments or bulletins. In addition, this role will be involved in claim processing from Customers, Dealers, and our internal service facilities who performing warranty repairs and will submit warranty claim payment requests for consideration and adjudication.

Responsibilities:

• Administrator warranty policy internally and with guidance from the materials supplier
• Ability to meet deadlines.
• Enter internal claims with high level of efficiency and accuracy.
• Evaluate and process Dealer claims while applying warranty protocol.
• Read and understand repair lines to determine the responsibility.
• Validate parts pricing and labor amounts.
• Effectively communicate with dealers and material suppliers through email and telephone
• Adhere to federal auditing compliance requirements.
• Fosters a positive team atmosphere in all functions of Customer Support.
• Maintain a “customer first” attitude at all times.
• Assists team members with ensuring prompt problem resolution for customer/dealer issues/concerns.
• Provides clear, honest and timely feedback to team members.
• Identify and participate in continuous improvement opportunities for team and business.
• Assist with developing SOPs and other documents.

 

 

 

 

 

 

Requirements (education, experience, travel, physical, work environment):

• Experience with Federal requirements as it related to the National Highway Transportation and Safety Administration
• Strong written and verbal communications skills (technical writing ability or experience)
• Strong Excel required, Microsoft computer skills/knowledge – (Microsoft Office)
• Articulate self-starter with ability to multi-task in a prioritized manner
• Excellent research, analytical and problem-solving abilities.
• Excellent teamwork skills – must be a team player.
• Attention to detail (accuracy) and excellent follow-up skills.
• Organization skills
• Excellent Customer Service and interpersonal skills to effectively interact and support external and internal stakeholders.
• Strong listening skills
• Ability to manage time effectively.
• Ability to learn and retain product specific information as it pertains to the position.
• Ability to teach and train others on product and system related subject matters.
• Ability to interact with people at all organizational levels.
• Ability to support others in researching and solving problems.
• Ability to help mentor others and teach them skills and systems as it pertains to their positions.
• Able to work with different workstyles. High school diploma or equivalent required.
• Minimum 2-3 years of customer service or a related field experience
• Motor home product experience (Preferred)
• French Canad