Yamaha has an excellent opportunity for a Senior Marine Customer Relations Rep to join our Marine team in Kennesaw, GA. This position supports customers by providing product and service information, while supporting resolution of product and service problems. Collaborates with Customer Relations Reps on first level call escalations and supports the customer relations team with training, onboarding and day to day support.
What you'll be doing:
- Responsible for handling first level escalations regarding customer issues.
- Trains Customer Relations staff, including on boarding new team members as well as supports the call center manager with staff development.
- Clearly documents customer contacts/complaints using Yamaha's Warranty Management System (YWMS)
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Aids in the development and implementation of group Standard Operating Procedures.
- Interfaces with other Yamaha personnel in service, parts, sales or other divisions as needed to obtain the information necessary to make objective equitable decisions.
- Attracts potential customers by answering product and service questions, suggesting information about other products and services.
- Evaluates customer or dealer requests for assistance on Yamaha products and determines the type and amount of assistance to be provided by YMUS.
- Responsible for Retail Customer Letters, Shipping, Callbacks, CSI support and general Call Center Administration duties.
- Carry out various administrative tasks or special assignments within the department as needed.
- Assist in supervising customer care issues via other call center representatives. Monitoring calls and other duties as necessary.
What you need to be successful:
- High School Diploma / GED or equivalent combination of education and experience is required. Bachelor's degree is preferred.
- Minimum 3-5 years as a Customer Service Representative.
- Experience in the Marine or Powersports industry is strongly preferred.
- Experience working in a Marine or Powersports dealership within parts and/or service or in another capacity is desired.
- Experience taking a lead role in a project or group.
- Proficient in MS Office (i.e., Windows OS, Word, Excel and PowerPoint & Outlook).
Don't meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At Yamaha, we understand that talent comes in various forms, as such we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!
What's in it for you:
- 401(k) and Profit Sharing
- Fertility Benefits
- 37.5 hour work-week
- Medical, Dental, Vision
- Life and AD&D Insurance
- Wellness Program
- Short-Term Disability Coverage (for hourly roles)
- Long-Term Disability
- Student Debt Repayment Benefits
- Ability to borrow Yamaha product
Reports to: Department Manager
Yamaha Motor Corporation, USA is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.