Consumer Operations / Recall Support TEMPORARY Position Available In Fulton, Georgia

Consumer Operations / Recall Support

TEMPORARY

Seasonal
Atlanta, GA, US
10 days ago

Requisition ID:

1073 PURPOSE

OF THE POSITION

Responsible for facilitating improvements to drive recall completion rates. Also responsible for fielding consumer inquiries over the phone, through email and a customer management database. Will also work on individual projects for Triumphs after-sales department on an as needed basis. The need for this position is anticipated to last approximately 6 months, however this could end early or extend based on business needs.

MAJOR RESPONSIBILITIES

Making outbound phone calls to customers to drive recall completions
Generating email communications to the dealer network to drive recall completions
Fielding incoming customer phone, email or customer database inquiries.
Assist Triumphs dealer network with general inquiries.
Processing of general Ecommerce inquiries from both consumers and dealer partners.
Assists Triumphs technical team with basic technical inquiries and documents.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge:

An in depth understanding of both consumer and dealer facing internal processes and operations.
An in depth understanding of the aftersales processes and operations with a focus on Recalls.
In depth understanding of dealer service operations
An in depth understanding of Triumphs internal programs, policies, and operational structure.
In depth understanding of Triumphs service program goals and objectives

Skills:

Excellent computer skills
Intermediate use of Microsoft office programs including but not limited to Outlook, Excel and Word.
Excellent communication skills both written and verbal.
Excellent customer service skills.
Excellent technical knowledge

Abilities:

Problem solving abilities ranging from simple to complex.
True self-starter with the ability to be proactive, and follow up daily on open cases
Ability to keep Triumphs core values forefront while solving issues.
Ability to recognize process improvement opportunities where necessary.
Ability to interact with the general public with professionalism and courtesy.
Ability to interact with multiple stakeholders with professionalism and courtesy Ability to maintain a positive attitude through difficult situations

RELATIONSHIPS

Internal:

Develops positive and productive relationships with all internal departments and field staff.
Develops positive and productive relationships with UK staff as applicable.
External
Maintains positive relationships with any and all dealer staff.
Direct and positive contact with retail customers day to day.

AUTHORITY

Authority to act independently and accordingly within applicable processes and scope of training. Complex and financial decisions are limited by a consult and approval of management.

EDUCATION

High School diploma
Some College

TRAINING

Triumph Academy
Triumph Technical Training
Triumph Service Best Practices Training
Triumph Customer Service Training
Internal systems training (Salesforce, Triumph Online)

PHYSICAL REQUIREMENTS OF THE JOB

Ability to perform basic job duties in an office setting.
Ability to lift 30 lbs.
Sitting standing walking bending at the knee.