RV Technical Support Specialist - Phone Support

Founded in 2010, Fun Town RV (FTRV) has grown into Texas’s largest RV chain, operating 36 locations and planning to expand. We provide excellent customer service and offer top RV brands for less, backed by a rigorous 100+ point inspection process on every RV we sell. At Fun Town RV, we prioritize hiring candidates who are honest, accountable, positive, and passionate about exceeding expectations. If you're seeking a dynamic career with growth potential and competitive earning opportunities, we encourage you to apply!

Overview: The RV Technical Support Specialist provides phone-based technical support and troubleshooting assistance to customers experiencing issues with their RV. The primary goal of this position is to resolve customer concerns during the initial call whenever possible and reduce unnecessary transfers to dealership Service departments.

This position will assist customers with common RV systems and concerns, including electrical systems, batteries, plumbing, water heaters, HVAC systems, refrigerators, appliances, slide-outs, leveling systems, solar systems, converters/inverters, and other RV components.

Key Responsibilities:

• Answer customer calls involving RV technical or operational concerns.
• Diagnose issues by asking appropriate troubleshooting questions.
• Guide customers through safe, approved troubleshooting steps.
• Assist with common RV systems, components, and appliance concerns.
• Determine whether an issue can be resolved remotely or requires Service, Parts, Warranty, or technician assistance.
• Accurately document the customer's concern, troubleshooting performed, and resolution.
• Provide clear documentation when escalating an issue to another department.
• Follow up on unresolved technical concerns when needed.
• Work with Service teams to identify common issues and develop troubleshooting resources.
• Provide knowledgeable, professional, and customer-focused support.

Required Experience:

• Prior experience in RV service, repair, service advising, warranty, or parts is required, along with demonstrated knowledge of common RV systems and the ability to guide customers through troubleshooting by phone.

Inbound Communication Management:

• Answer phone calls in a prompt, friendly, and professional manner.
• Conduct client interviews and verify information using the FTRV word track.
• Handle online chats as needed to support customers in real time.

CRM & Task Management: 

• Locate or create company entities in the CRM by searching names or phone numbers.
• Create and assign tasks based on customer needs and internal workflows.
• Follow up on Priority 7 Tasks via the Task Command Center and alert users of overdue tasks.

Call Routing & Support:

• Hot transfer calls to the appropriate party or department efficiently.
• Check phone lines each morning and report issues to the supervisor promptly.
• Perform other duties as assigned by Management.

Lead Monitoring:

• Monitor the New Leads Report for Parts and Service to ensure timely response.
• Use Interact to confirm lead parsing and assist with lead flow as needed.

Preferred Qualifications:  

• High school diploma or GED; or one to three months related experience and/or training; or an equivalent combination of education and experience.
• Advanced computer skills with Google Mail, Sheets, Docs, Calendar, internet software, and Sys2K (Dealer Management Software).
• Excellent communication and organizational skills.
• Comfortable working in a fast-paced environment with frequent task switching.

Physical requirements:

• Regularly required to stand, walk, talk, hear, use hands to handle or feel, and reach with hands and arms.
• Frequently required to sit, climb, balance, stoop, kneel, crouch, or crawl.
• Must be able to regularly lift up to 10 lbs, frequently lift up to 15 lbs, and occasionally lift up to 25 lbs.
• Specific vision requirements include close vision, peripheral vision, depth perception, and the ability to adjust focus.
• The work environment has moderate noise levels.

Benefits:

• Competitive salary based on experience.
• Medical, dental, and vision coverage.
• Life insurance.
• 401(k) with company match.
• Paid time off and holidays.
• Holiday Savings Plan.

Join Our Growing Team!

At Fun Town RV, we value our employees and provide opportunities for career advancement in an exciting, fast-growing industry. If you’re ready to be part of a company that values hard work and dedication, apply today!

Fun Town RV is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Applicants must be authorized to work in the U.S. Drug screening, driving record, and background checks may be conducted prior to and during employment. Content of this ad and fulfillment of offers is sole responsibility of Fun Town RV.