Role

The Agent, Concierge is someone who understands the value of excellent customer service and can provide exemplary service to all our consumers wanting information on Winnebago and our product offerings. This role reports to the Concierge Manager and works with the direction of the Lead, Concierge, and team to ensure prompt responses to consumer inquiries within your specified product class. You will work with dynamic groups and resources throughout the organization. Suppose you love working with people and want to be part of a company that puts industry-leading customer service, along with our values of integrity, respect, and trust together to assist our consumers in their journey to find the product that meets their needs. In that case, you could be a candidate to join our team.

Primary Responsibilities:

• Respond to all consumer inquiries within an assigned product class, provide detailed information with any research needed, and supply any requested marketing materials to assist in consumers' use for the purchase.
• Will initiate prospecting phone and email contacts with sales leads ·
• Provide consistent follow-up to online prospects with the goal of setting an appointment with the authorized dealer for the product of interest.
• Initiate contact between consumer and local/preferred authorized dealer.
• Follow-up on lead progression after handoff to the dealer.
• Document all correspondence with consumers in the sales lead system
• Update and maintain owner database with address and email changes
• Ability to work consistently, including some after-hours as necessary
• Additional responsibilities to assist the Marketing department, as needed
• Voice of Customer and Quality Research
• Maintain subject matter expertise within assigned product segments.
• Other duties as assigned

Qualifications:

• Customer-focused with solid interpersonal skills
• Excellent verbal and written communication skills, with a focus on phone and email, and text interaction
• Proficient with Microsoft Word, Excel, Outlook, Internet Explorer, Power BI
• Lead Management/Customer Relationship Management (CRM) Database experience preferred
• Persistent follow-up skills with motivation to achieve goals
• The desire for a continuous learning environment
• Able to maintain focus while working in an unstructured, delivery-driven environment
• Ability to multi-task and manage time well
• Ability to work with multiple teams
• Must be able to cross-train across product segments
• Highly motivated positive individual

Preferred Qualifications

• College-Bachelor's or Associates
• Customer service experience in the outdoor industry such as RV, Marine, Power Sports, and Auto, preferred.