Customer Service - Parts Supervisor

Purpose: this position exists to ensure a high level of customer service from the Parts team by supporting the team in meeting service and administration objectives for aftermarket sales and parts support.

Essential functions

• Leads as first de-escalation point for elevated retail & dealer issues to resolve hot customer issues.
• Mediates situations between upset retail consumers and dealerships regarding escalated parts matters.
• Facilitates departmental efficiencies by making recommendations for and ensuring best practices are used.
• Participates as a member of the Secondary Parts team, as needed.

Experience / Knowledge

• Customer facing experience is required.
• Prior high volume call center experience is required.
• Demonstrated desire and ability to assess problem situations and respond appropriately.
• Willingness to learn, grow and adapt to an ever changing product environment.
• Strong communication skills are required.
• Manufacturing background preferred.
• Knowledge of RV construction, processes, parts and warranties, Lemon Laws and recalls are needed. (Preferrably 5-7 years of related experience.)
• Strong organizational skills with the ability to prioritize multiple projects efficiently while maintaining a positive attitude.
• Demonstrated leadership and supervisory experience is required.
• Proficient in MicroSoft Office software.

Necessary Skills & Abilities

• Desire to deliver customer service excellence.
• Problem solver mindset.
• Willingness to learn and grow.
• Responsiveness to customer issues.
• Openness to varying shifts.
• Possess a strong work ethic, including arriving on time & working scheduled shifts.
• Strong communication skills are required with ability to medicate escalated issues and deal with upset customers.
• Strong organizational skills with the ability to prioritize multiple projects efficiently while maintaining a positive attitude.

Work Requirements

• This position may require sitting, standing, and working in front of a computer monitor in an open office setting approximately 95% of the day.
• This position regularly requires communicating with others; use of hands and fingers to operate phone, keyboard and other office tools; reaching with hands and arms.
• This position is a full-time position, which may require some flexibility in hours and days worked.
• Regular attendance is essential.

Management reserves the right to assign or reassign duties and responsibilities to this job at any time.

Jayco offers a generous benefit package including:

• (2) medical insurance plan options, HSAs and FSAs,
• dental insurance,
• vision insurance,
• disability and life insurance,
• 401k plan with a discretionary annual match

Wellness benefits, fitness center access, health clinic for employee use and Employee Assistance Program (EAP) benefits.