JOB SUMMARY:

Provide industry-leading customer service and support to GEM, Taylor Dunn & Tiger dealers and customers throughout the customer experience life cycle and life of each product line. Act as the first and primary point of contact for all incoming dealer/customer inquiries and issues, while proactively identifying future issues and mitigating business risk by engaging with the dealer, direct customer, end user, and all other parties necessary to provide accountability and resolution.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Customer Experience Support:

• Function as initial and primary point of contact for all outside inquiries in from customers and

dealers. 50% of time spent answering direct customer/dealer inquiries through phone line, while acting as primary support person for phone line coverage during standard working hours.

• Take full ownership of inquiries and drive to prompt resolution.
• Log clear concise details of all customer and dealer interactions.
• Provide the utmost level of professionalism within the organization, dealers and direct customer network.
• Act as subject matter expert for all non-technical related support across Waev Inc. vehicles, parts and accessories; providing accurate and timely responsiveness on all incoming inquiries from the point of order acceptance, order delivery, and after-order support throughout the lifecycle of GEM & Taylor Dunn vehicles.
• Basic product and technical knowledge required.
• Negotiate to a compromise on warranty and other discrepancies. Drive to mutually satisfactory resolutions to issues with dealers and customers
• Grow trusting relationships with internal staff and external contacts.
• Achieve set goals for call, case and quality metrics to ensure an ongoing high level of service and support.

Customer Experience Development:

• Make appropriate connections between customers and dealers as necessary to improve how we engage with our customers and our dealers.
• In support of the Direct Customer and Dealer Experience, provide training to internal staff,

dealers and customers, driving increased knowledge and self-sufficiency for GEM &Taylor Dunn products, processes, tools, and systems.

• Prioritize and escalate cases appropriately to ensure the right level of engagement according to the situation.
• Provide input, feedback on documentation, processes, and plans as requested.
• Utilizing analysis, independently investigate and provide solutions for customer/dealer retention. Act as a consultant to work directly with dealers/customers to problem solve and recommend solutions to improve business.
• Additional duties as assigned by supervisor to meet the needs of the department or company.
• Document and share information learned from experience through the available channels

SKILLS AND KNOWLEDGE

• Bachelor's degree (preferred) or 2-year degree with 3 – 5 years of experience in customer/dealer-facing, sales, customer service, and/or account management related support.
• Experience with dealer networks, direct customers. Basic knowledge of commercial and industrial vehicle business and industry preferred.
• Ability to deliver industry-leading customer service and build strong customer relationships.
• Ability to understand and communicate business processes, tools, and systems to our dealers and customers, providing in-depth training as required to drive customer loyalty.
• Ability to work with multiple different customer and dealer types, shifting quickly between them and addressing them accordingly.
• Strong attention to detail, problem solving, team building (internal/external) and time management skills.
• Self-starter and be able to work with minimal supervision.
• Excellent communication skills.
• Highly Proficient PC skills - Microsoft Word, PowerPoint, and Excel at a minimum, with the ability to quickly learn and utilize new systems.
• Provide continuous improvement suggestions and work effectively in a team environment.

WORKING CONDITIONS:

• Preferred Locations – Remote or Anaheim, CA
• Fast-paced office environment, fielding incoming calls and cases.
• Approximately 75% of time is spent communicating with dealers, consumers and sales reps, working to resolve their issues.
• Approximately 25% of time is spent working internally, externally, and cross-functionally in order to resolve issues and anticipate and mitigate repeat issues from occurring when possible.
• Some travel may be expected as needed, on a case by case basis, to support our dealers and customers through on-site training when necessary.

EEO Statement
Polaris is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.