Now Hiring - DPI Off-Road Brands dba ToyTec Lifts - Customer Success (Off-Road Specialist) in Denver, CO

Full description of the position

SUMMARY:

This position is primarily responsible for trouble shooting with our customers who need information on off-road equipment and products. Some mechanical knowledge necessary to help customers with any issues with our product, including how to install the product to a vehicle, troubleshooting an installation, and identifying any issues that have occurred after installation; helping with sales and assists with daily operations by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Core duties and responsibilities include the following. Other duties may be assigned.
• Assists customers with installation issues by providing instructions and answering questions at various point of the installation process.
• Helps troubleshoot any issues that occur on the vehicle after installation.
• Determines if the parts a customer received are defective by analyzing photos and information received from customers. Works with operations manager, or vendors directly to determine warranty availability.
• Answers inbound phone calls and sells product to customers. Collects payments, prepares the invoice and packing slip for each order.
• Assists customers with technical support by utilizing extensive knowledge of Toyota vehicles.
• Maintains a social media presence on Facebook and the forums to assist with customer questions and concerns.
• Monitors support and email accounts and responds to customer inquiries.
• Assists customers in making returns, exchanges, and warranties.
• Processes credit memo for returns and warranties and documents them into NetSuite.
• Bi-lingual is a plus.
• Addresses shipping issues by contacting FedEx

ATTENDANCE:

Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks; where applicable.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
• Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Interpersonal

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• External Working Relationships – Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.

Organization

• Business Acumen - Demonstrates knowledge of market and competition; Aligns work with strategic goals; Analyzes market and competition and adapts strategy to changing conditions.
• Business Necessity – The needs of the employer may be dependent on responding to and anticipating rapidly changing external and internal demands in all aspects of how business is conducted. This may include, but is not limited to, organization structure, finances, goals, personnel, work processes, technology, and customer demands. Therefore, it may become necessary to make modifications to how business is conducted and work is accomplished, with minimal or no advance notice to employees. Accordingly the employee must be capable of adapting, with minimal or no advance notice, to changes in how business is conducted and work is accomplished, with no diminishment in work performance.
• Safety and Security –All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of: Proficient in Microsoft Word, Microsoft Excel, Adobe Photoshop, and have extensive knowledge of the vehicle forums, including [please apply online] [please apply online] among others.

OTHER SKILL, ABILITIES, AND QUALIFICATIONS:

• Required to have experience with social media accounts across different platforms including Instagram, Facebook, Twitter, YouTube, LinkedIn.
• Must have extensive technical skills and knowledge regarding the application and function of different components of Toyota vehicles.

PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit or stand in front of his/her desk; and talk or hear. The employee is regularly required to use hands to finger, handle, or feel; and reach with hands and arms.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: From $39,500.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Denver, CO 80229: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Our customer service representatives work with Toyota enthusiasts who use their vehicles anywhere from daily drivers to hard core "off-roading" what if any experience do you have off-roading or doing roadside repairs?

Experience:

• Customer service: 1 year (Required)
• Toyota Product knowledge/: 2 years (Preferred)

Work Location: In person