Career Opportunities: Lead, Membership Customer Service - Remote (28777)

Job Summary

At Harley-Davidson we deliver world class Customer Experiences through our enthusiastic and professional employees. The Membership Customer Service Lead will provide support of the Harley-Davidson Membership program with customers via phone and email to congratulate new motorcycle purchasers, educate new members on program benefits, support the troubleshooting related to create/set-up/link accounts, and answer any questions about paid membership packages or resolve any issues for the new member. This individual will be a subject matter expert on the Harley-Davidson Membership program’s customer journey, benefits package, and the H-D App functionality.

This position involves responding to a variety of challenging inquiries, making decisions, sometimes without established resolution methods and working with multiple areas within the company, to assure final resolution of issues and inquiries by the member. 

This position is responsible for understanding, troubleshooting, resolving, and providing clear and complete documentation of customer problems and requests, as well as meeting pre-established metrics in a fast paced, Customer-led team structure.

Job Responsibilities

• Generate outbound calls to new motorcycle purchasers to welcome and educate on the H-D Membership program.
• Maintain a thorough understanding of H-D Membership including Harley Owners Group benefits and programs.
• Support the H-D Membership business strategy and execute Customer Care strategy. 
• Build connections with Customers to deliver a personalized membership experience in every interaction.
• Support the sales goals of the H-D Membership program through the processing of renewals and new member joins. 
• Develop in-depth knowledge of H-D Membership, the programs benefits, and frequently asked questions and answers by customer to provide meaningful recommendations.
• Demonstrate effective customer service skills including but not limited to active listening, problem solving, decision making, ability to manage difficult situations, negotiation, willingness to learn, and the adaptability to build rapport with customers, dealers and coworkers.
• Provide personalized support that creates loyalty to Harley-Davidson and the H-D Membership program.
• 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.
• Interact professionally with a variety of stake holders via various communication mediums (written and/or verbal) to promptly and accurately gather data to resolve problems and identify and communicate trends.
• Log and communicate direct customer feedback to continually improve the H-D membership program.
• Continually meet or exceed minimum pre-established metrics for customer service quality as monitored on a weekly, monthly, and yearly basis.
   

Education Requirements

Education Specifications

• High School Diploma Required
• Bachelor’s Degree Preferred
• Business or Marketing Degree Preferred

Experience Requirements

Required

• Typically requires a minimum of 5 years of related experience
• Experience in the customer care industry.
• Experience providing customer support of the pre and/or post online sales process through direct interaction with customers via phone, email, and live chat to resolve issues, facilitate order placement and/or answer customer questions.
• Experience in customer service/account management, wholesale customer relationship management, contact 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 collaborate with team members to solve problems that may not have an established resolution method.

Preferred

• Experience in the motorcycle industry.
• Demonstrated ability to work with minimal supervision.
• Familiar with the Harley-Davidson Membership program, Harley Owners Group and the H-D App.
• Ability to find creative solutions to complex problems while operating within Company policies