Digital Support Representative

Auto req ID: 36852

Title: Digital Support Representative

Job Function: Customer Service

Location: Remote

Company: Harley-Davidson Motor Company

Full or Part-Time: Full Time

At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?

We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent - wherever they may be.

This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work. Remote employees are expected to have a dedicated, quiet and distraction-free work space and an internet connection that’s sufficient for completing their job remotely.

Job Summary

The Representative Customer Service works as an integral part of the Customer Support Center to field customer calls and questions. This position involves responding to a variety of inquiries, making some decisions without established resolution methods and working with multiple areas within Harley-Davidson to assure resolution of routine and non-routine issues and inquiries. This position is responsible for troubleshooting and providing clear and complete documentation of customer problems and requests, as well as meeting pre-established metrics.

Job Responsibilities

• Employee will be responsible for interacting professionally with a variety of stake holders via various communication mediums (written and/or verbal).
• Work with stakeholders to promptly and accurately resolve problems and identify and communicate trends
• Continually meet or exceed minimum pre-established metrics for customer service quality as monitored on a weekly, monthly, and yearly basis
• Work with multiple internal stakeholders to access available information, conduct research or gather data to solve complex customer inquiries and problems
• Demonstrate and continuously improve knowledge of all Vehicle, Parts & Accessories, General Merchandise, and other Harley-Davidson programs and procedures
• Participate in a self-directed work team and hold self and team members accountable to team determined guidelines, rules, and policies in a constructive manner
• Engage with our customers and dealership personnel to assist them with questions and concerns they may have regarding our digital technology.
• Be able to provide technical support to customers and dealers for our digital products.
• Build brand advocates by engaging with consumers in a positive manner.
• Ability to work with team members to solve problems that may not have an established resolution method.
  
  

Education Requirements

High School Diploma or Equivalent Required

Education Specifications

N/A

Required

Experience Requirements

• Typically requires a minimum of 2 years of related experience.
• Experience in technical customer service/account management, wholesale customer relationship management, call center, or order system management
• Demonstrated ability to effectively communicate, influence and resolve issues using various methods (telephone, email, face-to-face, etc.).
• Ability to work with team members to solve problems that may not have an established resolution method
  
  

Preferred

• Demonstrated ability to work with minimal supervision
  
  

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.

The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.

We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.

Applicants must be currently authorized to work in the United States.

Direct Reports: No

Travel Required: 0 - 10%

Pay Range: 37,800 - 56,800

Visa Sponsorship: This position is not eligible for visa sponsorship

Relocation: This position is not eligible for relocation assistance