Job Description

Position Summary

The Customer Engagement Specialist plays a key role in connecting with customers both in-store and online. This position focuses on customer relationship management, digital engagement, and after-sales support. The ideal candidate will be enthusiastic about the outdoor lifestyle, customer-focused, and skilled at using both traditional and digital tools to enhance engagement and retention.

This role combines multi-channel outreach (phone, email, SMS) with social media engagement to build relationships with Power-sports, RV, and marine enthusiasts, drive sales, and enhance customer loyalty. The ideal candidate is tech-savvy, personable, and passionate about motorcycles, ATVs, UTVs, snowmobiles, boats, personal watercraft, and recreational vehicles.

Key Responsibilities

Digital Customer Engagement

Maintain and respond to leads generated through the company website, social media, and online marketplaces.

Conduct daily outbound calls, emails, and text campaigns to engage prospects and existing customers

Execute targeted outreach based on customer lifecycle stage (leads, recent buyers, service reminders, loyalty programs).

Assist in creating engaging content for social media, newsletters, and customer outreach campaigns.

Monitor online reviews and social media feedback, ensuring timely and professional responses.

Support the implementation of loyalty programs, promotional events, and seasonal campaigns.

Marketing Campaign Support

Support marketing initiatives by reaching out to customers about special offers, new inventory, and seasonal promotions

Qualify leads generated from digital advertising, social media, and website inquiries.

Schedule test rides, boat demos, RV walkthroughs, service appointments, and showroom visits

Track campaign performance and provide feedback on customer responses and objections

Coordinate with marketing team on messaging effectiveness and customer insights

Sales Support

Track and follow up on sales opportunities, providing detailed product information when needed.

Collaborate with the sales team to prepare quotes, financing applications, and product demonstrations.

Coordinate warranty work, recall notifications, and technical service updates

Promote service packages, maintenance plans, extended warranties, and marine winterization/storage programs

Service Support

Promote service packages, maintenance plans, extended warranties, and marine winterization/storage programs

Coordinate service appointment reminders, recalls, technical service updates and seasonal maintenance campaigns (winterization, de-winterization, spring commissioning, pre-season tune-ups)

Schedule customer service appointments and coordinate with technicians for efficient service delivery.

Follow up on completed service appointments to ensure customer satisfaction

Customer Insights & Reporting

Collect customer feedback and identify trends to help improve service and sales processes.

Use CRM software to manage customer data and track engagement metrics.

Identify customer needs and connect them with appropriate products, services, or departments

Re-engage inactive customers through targeted retention campaigns

Prepare regular reports on customer satisfaction, retention, and lead conversion.

Qualifications & Experience

Education & Experience

College diploma or degree in Marketing, Business, Communications, or a related field preferred.

2+ years of experience in customer service, sales support, or marketing coordination (preferably in retail, automotive, marine, or recreational industries).

Skills & Competencies

Strong communication and interpersonal skills--both in person and online.

Tech-savvy, personable, and passionate about motorcycles, ATVs, UTVs, snowmobiles, boats, personal watercraft, and recreational vehicles.

Proficient with CRM systems (e.g., HubSpot, Salesforce, Lightspeed) and Microsoft Office Suite.

Excellent organizational and time management skills with attention to detail.

Enthusiasm for boating, fishing, camping, or Power-sports is a strong asset.

Job Type: Full-time

Pay: $20.00-$23.00 per hour

Expected hours: 35 - 40 per week

Benefits:

Extended health care
Education:

DCS / DEC (preferred)
Experience:

Customer Service: 2 years (preferred)
Work Location: In person

Expected start date: 2025-11-03