Customer Service Representative

Description:

We are looking for an energetic, self-driven individual to join our technical support team for our newest Brand under Brunswick. The Navan Customer Service Rep will play a critical role in supporting the customer journey by being a brand ambassador and primary point of contact for Navan and Sea Ray selected dealers and customers. This person will deliver technical support to our newest Navan dealers to help ensure any technical or warranty repair information is documented and explained to our dealer network in the most efficient way possible.

The ideal candidate will present a passion for boating and for the brands and will create lasting relationships with owners to provide them with the ultimate customer experience. This candidate will be expected to work effectively and efficiently both in-office and in a remote environment. This candidate will need to have a strong ability to self-motivate and proactively identify the needs of owners, have the necessary technical knowledge to diagnose problems along with learning necessary product lines. The Navan technical service Rep will be comfortable helping to support in critical situations when necessary, including troubleshooting and coordination between owners, dealers and factory personnel for proper maintenance and service support.

At Brunswick, we have passion for our work and a distinct ability to deliver. Essential Functions:
 

• Know all essential aspects of product and operations within the Navan portfolio.
• Provide timely responses to dealer and customer inquiries via phone, email, or cases that are created.
• Provide regular dealer and/or owner touch points and follow-up communication
• Support and monitor owner issues through resolution
• Support incoming dealer calls, 9am-5pm EST Mon-Friday.
• NPS survey follow-up as needed
• Document all interactions in Salesforce CRM database
• Establish a standard resource database for common contacts.
• Work collaboratively with brand and dealer support centers: (CoE and CMS).
• Support project development to meet strategic goals
• KPI and metrics tracking, support and development as needed
• Other projects and tasks assigned by manager
• Travel when required

Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way. Required Qualifications:
 

• High School Diploma or GED required
• Highly skilled in interpersonal skills with an ability to connect with others via phone and email
• Competency in Microsoft Word, Excel, Workday and Outlook required.
• Professional communication and written skills required
• Boating experience and/or knowledge of Navan and Sea Ray products necessary
• Ability to quickly learn and navigate through software and internet programs required
• Ability to always maintain an upbeat and positive attitude.
• Strong organizational skills and ability to balance multiple priorities.
• Ability to work effectively within a team environment.