Customer Support Representative II

Job Title: Customer Support Representative II 35238

Description:

• Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.)
• These positions will be on the E-commerce Customer Support Team in a Customer Contact Center.

Responsibilities:

• Provides responses and/or solutions to customer, dealers, and/or Company personnel inquiries concerning problems and concerns of a moderately complex level.
• Effectively documents customer, dealer, and/or company personnel interactions and issues relating to area of responsibility.
• Distributes additional product/service/policy information to customers, dealers, and Company personnel.
• Develops common solutions to problems with team members to maintain required service levels.
• Maintains the accuracy and availability of customer related information on-line.
• Assists in the promotion of Company products/services/programs through special program offerings, special mailings and pro-active user contact.
• Negotiates with customers, dealers and company personnel to provide the proper policy execution and adequate resolution.
• Work in a high-volume contact center environment
• Assist customers with items such as parts requests, returns, payments and tool support
• Utilize multiple support channels including telephone, email, cases, and chat while effectively documenting each interaction within our case management system.
• Work-off shift hours and occasional holidays
• Assist with escalated support issues
• Mentor less experienced agents

Shift:

• Must be able to work shifts during our business hours of Monday-Friday 7am-7pm, occasional holidays, weekends, and overtime based on the needs of the business.

Education:

• Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline

Required skills required skills, knowledge, & relevant work experience:

• Skills in interpersonal communications, negotiation, and conflict resolution
• Experience with customer service/support in similar field
• High comfort level and experience with consumer software applications
• Strong computer and troubleshooting skills

Desired skills, knowledge, & relevant work experience:

• Knowledge of various Company machines and equipment
• Professional experience with e-commerce products
• Prior work experience in agriculture or technology dealer channels