The position of a Customer Service Specialist is designed to assist customers with their service needs. Often customers call for information on how to properly utilize their RV or when their RV needs warranty service. This position is developed to ensure our consumers get the best possible experience with Forest River, build relationships, prioritize their needs, and to continually work with them until they are completely satisfied with their recreational vehicle. Consumers contact you because they want your help.

Duties include:

• Answer customer contacts by email & phone, provide a pleasant conversation, listen to their needs in full and determine the best way to assist them in resolving their questions or service needs. Unless it is an easy “how to” question, first contact should always be made telephonically and not by email to build a relationship between Forest River and the consumer.
• Respond to all communications timely & professionally
• Listen and determine what the consumer’s issue is and be empathetic to their needs
• Guide customers through our online owner’s information and/or videos
• Provide goodwill services or parts when situation arise that should be taken care of
• Provide answers on how we will resolve the problem or what we can do to help
• Get dates their vehicles will be in for service, give dates you will provide updates for the dealers & consumers
• Make a follow up plan with the consumer and follow it
• Note all conversations, communications, and attempts to contact dealers & consumers in vin notes
• Contact the dealer about the customers service needs and communicate the dealer’s response to the consumer
• Authorize warranty or goodwill claims when appropriate
• Express parts to dealers or consumers to speed up repairs or services when appropriate
• Schedule service appointments for factory service when necessary , inspect units pre and post repairs.
• Update consumers on progress of factory repairs
• Reimburse consumers for out of pocket services with manager’s approval.
• Continually calendar and follow up with the dealer & consumer while their RVs are in for service
• Be proactive instead of reactive when dealing with customer matters
• Provide goodwill compensation or warranty extensions with manager’s approval when customers are unhappy
• Customer satisfaction is our #1 priority.