Position Title: Call Center Consultant
Position Location: GA, Kennesaw
Requisition Number: 942
Description:
Yamaha Motor Corporation, U.S.A. (Y
MUS) is a growing and dynamic organization with superb products that includes motorcycles, ATVs, side-by-sides, snowmobiles, scooters, outboards, wave runners, boats, parts, accessories, apparel, and much more! We are a company of enthusiasts and have passion for our products!
Yamaha has an excellent opportunity for a successful Call Center Consultant to join our Marine Group in Kennesaw, GA. The Call Center Consultants provide timely and effective assistance to outboard dealers and outboard retail customers.
Specific duties include, but are not limited to:
- Retrieve inbound phone calls from Automatic Call Distribution (ACD) that are offered from retail customers and Yamaha marine dealers.
- Document precisely, the required retail customer and dealer contacts, within the Yamaha Customer Relationship Management System (YCRMS).
- Evaluate retail customer and dealer requests for assistance and determine the type and amount of assistance to provide.
- Provide advice and assistance as requested from other call center consultants.
- Provide warranty authorizations and claim assistance to Marine dealers.
- Assist with the arbitration of dealer and retail customer complaints, including the authorization of goodwill assistance.
- Interface with other Marine Group personnel as needed to assist in the decision making process for determining goodwill assistance.
- Carry out various administrative tasks or special assignments within the call center as needed.
Requirements:
- Requires an AA degree (preferably in Marine Technology), or equivalent Marine industry service certifications
- Minimum 3 years experience as a Marine dealer consultant, field service representative or equivalent industry or related experience.
- Prior wholesale or distributor experience preferred. Retail experience helpful.
- Be able to demonstrate superior customer handling skills.
- Demonstrate proficiency with PC’s and exhibit good business writing and typing skills.
Reports to: Department Manager, Marine Service Call Center
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