Extended RV Warranty Customer Service Representative

Company Overview:
We are a leading provider of extended RV warranty services in the United States, offering comprehensive coverage and exceptional customer support. Our mission is to provide peace of mind to RV owners by delivering top-notch warranty solutions. To enhance our customer service operations, we are expanding our team by hiring a skilled and dedicated Customer Service Representative based in the Philippines.

Job Summary:
As an Extended RV Warranty Customer Service Representative, you will be responsible for delivering exceptional customer service to our clients in the United States. You will act as the primary point of contact for customers, assisting them with inquiries, processing warranty claims, and providing detailed information about our warranty plans. This role requires strong communication skills, problem-solving abilities, and a customer-focused mindset.

Key Responsibilities:
1. Handle inbound and outbound calls, emails, and live chat interactions to address customer inquiries regarding extended RV warranty plans, coverage details, claim procedures, and other related matters.
2. Provide accurate and detailed information to customers, ensuring they understand the terms and conditions of their extended warranty plans.
3. Assist customers in selecting the most suitable warranty plan for their RV, considering their needs and budget constraints.
4. Process warranty claims, following established procedures and ensuring timely resolution to maintain customer satisfaction.
5. Collaborate with the claims department to gather the necessary documentation and information required for claim processing.
6. Act as a mediator between customers and the claims department to resolve any claim-related disputes or concerns.
7. Document all customer interactions, inquiries, and resolutions accurately in the customer relationship management (CRM) system.
8. Stay updated with the latest RV warranty products, coverage options, and industry trends to provide informed assistance to customers.
9. Identify opportunities for upselling and cross-selling additional warranty plans or services to customers.
10. Build and maintain positive relationships with customers, ensuring their loyalty and satisfaction with our services.
11. Escalate complex and unresolved customer issues to the appropriate department for further assistance and resolution.
12. Collaborate with the US-based team, providing insights and feedback to improve customer service processes and procedures.

Requirements:
1. Fluency in spoken and written English is essential.
2. Previous experience in a customer service role, preferably in a call center or similar environment.
3. Excellent communication skills, with the ability to effectively explain complex information to customers in a clear and concise manner.
4. Strong problem-solving skills and the ability to think critically to resolve customer issues.
5. Empathetic and patient approach when dealing with customers, ensuring a positive customer experience.
6. Proficiency in using computer systems, CRM software, and other customer service tools.
7. Familiarity with RVs and a basic understanding of warranty concepts is a plus.
8. Availability to work flexible shifts, including weekends and holidays, to accommodate US time zones.
9. Ability to work independently and as part of a remote team, demonstrating self-motivation and accountability.
10. High school diploma or equivalent qualification required; additional education in customer service or related fields is preferred.

We offer competitive compensation and benefits packages, including opportunities for career growth within the company. If you are passionate about delivering exceptional customer service and have a genuine interest in the RV industry, we look forward to receiving your application.