B2B Customer Support

Our client, a leader in the power sports industry, is seeking an experienced Customer Support Representative for a 6+ month contract assignment in Plymouth, MN. This role is hybrid. The schedule is Thursday through Sunday, 8:00 AM to 7:00 PM.

As a member of the Service and Operations Support Team, the Customer Support Representative (CSR) – Tier 1 will support Outfitter and Dealer daily operations. The CSR – Tier 1 is responsible for providing first line outfitter support by phone and email and escalating as appropriate. The Customer Support Representative Team is dedicated to delivering exceptional customer experiences.

• Operate as the first point of contact for Outfitters (B2B) via CRM and phone system.
• Ensure timely and accurate responses to daily Outfitter program inquiries.
• Provide ad-hoc training to Outfitters related to adventure tools and processes such as MPWR Book, MPWR Learn, Check In/Out Process, Insurances, Accounting, and Program policies.
• Communicate pertinent information about Outfitters/Members to leadership team. Details may include competitive intelligence, expansion and growth initiatives, marketing activities, and support trend/concerns.
• Ability to recognize unique situations and elevate as needed.
• Partner with Regional Account Managers to build long-term relationships.
• Work collaboratively and cross functionally with all internal teams.
• Perform other tasks as assigned.

• Provides a premium experience for the membership program. Empowered to resolve issues and deliver solutions that create positive customer interaction.
• Operates as the first point of contact for customer support; handling inquiries and requests from members and handing off leads to the Sales team.
• Facilitates member reservations; familiar with catalog offerings, knowledgeable of process and requirements, maintains accurate reservation data, and supports member bookings.

• Tier 1 support for the Xchange team via case platform.

• Assist internal teams on data entry and other ad-hoc projects.

• Bachelor’s degree in business or related field is preferred.
• Must be open to working nights/weekends (as scheduled).
• Strong attention to detail.
• Ability to understand and follow process flows, while challenging the status quo in an effort to improve the overall program.
• Must be able to build rapport in verbal and written communications.
• High performer that takes initiative with the ability to anticipate the needs of the customer.
• Must be able to negotiate challenges, remove barriers, and work through issues.
• Superior interpersonal skills. Ability to work professionally and effectively with a diverse group of individuals, building strong relationships with Outfitters and team members, and resolve conflicts or concerns as they arise.