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Customer Service Representative - Remote

Auto req ID: 22898

Title: Customer Service Representative - Remote

Job Function: Call Center

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

At Harley-Davidson, we deliver world-class Customer Experiences through our enthusiastic and professional employees. The Representative Customer Service works as an integral part of the Customer Support Center (CSC) and will provide 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. This position involves responding to a variety of challenging inquiries, making decisions, sometimes without established resolution methods, and working with multiple areas within Harley-Davidson to ensure the resolution of routine and non-routine issues and inquiries. This position will work varying shifts on weekdays to support the business operations.

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. This position is a work-from-home role requiring high-speed, reliable internet services.

Job Responsibilities
  • Receive and respond to direct inquiries related to the www.h-d.com online store, Harley-Davidson's products, and services accurately and in a timely manner.
  • Maintain a thorough understanding of eCommerce customer service guidelines.
  • Support the eCommerce business strategy and execute the eCommerce Customer Care strategy.
  • Support the sales goals of the eCommerce program through the processing of customer orders,
  • up-selling, and cross-selling of Harley-Davidson products and services.
  • Develop in-depth knowledge of Harley-Davidson’s products and services to answer customer product questions and provide customer product recommendations
  • Demonstrate effective customer service skills including but not limited to active listening, problem-solving, decision-making, ability to handle difficult situations, negotiation, willingness to learn, ability to build rapport with customers, dealers, and coworkers, and adaptability.
  • Generate incremental revenue through the processing of customer orders, up-selling, and cross-selling of Harley-Davidson products and services.
  • Participate in a self-directed work team and hold yourself and team members accountable to team-determined guidelines, rules, and policies in a constructive manner
  • Interact professionally with a variety of stakeholders via various communication mediums (written and/or verbal) to promptly and accurately gather data to 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
Education Requirements

Degree Not Required


Experience Requirements
  • Typically requires a minimum of 4 years of related experience
  • 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 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
  • Demonstrated ability to work with minimal supervision
  • Ability to find creative solutions to complex problems while operating within Company policies
  • Motorcycle rider who holds a motorcycle license
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: $33,400 - $50,200

Visa Sponsorship: This position is not eligible for visa sponsorship

Relocation: This position is not eligible for relocation assistance

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