Customer Support Representative I
Customer Support Representative I
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Job Title: Customer Support Representative I
Client: Heavy Machine Manufacturing Company
Duration: 3 years
Location: Johnston IA 50131
Description:
Provides information/solutions as frontline support to channel partners/customers/Company personnel on productrelated inquiries regarding moderately complex policies issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts whole goods or productrelated services.)
Duties:
- Provides responses and/or solutions to customer dealer and/or Company personnel inquiries concerning moderately complex problems and concerns.
- Effectively documents interactions and issues related to the area of responsibility.
- Distributes additional product/service/policy information to customers dealers and Client personnel.
- Develops common solutions with team members to maintain required service levels.
- Maintains accuracy and availability of customerrelated information online.
- Assists in promoting Client products/services/programs through special program offerings mailings and proactive user contact.
- Negotiates with customers dealers and Company personnel to provide proper policy execution and resolution.
Position Title: Customer Support Representative II
Specific Position Requirements: Customer Support Representative II Enterprise Contact Center
Primary Responsibilities & Duties:
- Provide frontline technical support via telephone email and chat for productrelated inquiries to optimize customer satisfaction.
- Address product availability compatibility warranty registration outofwarranty assistance and parts lookups.
- Handle customer complaints regarding Agricultural Residential Commercial Turf and Golf products.
Support Hours:
- Between 7 am 6 pm CST Monday Friday.
- Must be available to work any 8hour shift within the support window.
- Onsite five days a week.
Special Considerations:
- Training on the 8 am4:30 pm shift for approximately 6 weeks.
- Takes 34 months to reach full productivity.
- Could be for Tier 1 or Tier 2 support.
Required Skills Knowledge and Relevant Work Experience:
- Interpersonal communication negotiation and conflict resolution skills.
- Excellent written and verbal communication.
- 6 months of customer service/support experience.
- Proficiency in Microsoft Office.
- Strong research and troubleshooting skills.
- Ability to work support hours and occasional holidays.
Desired Skills Knowledge and Relevant Work Experience:
- Knowledge of agriculture turf and utility vehicles.
- Experience in Agriculture or Technology dealer channels.
- Associates or Bachelors degree in a related field such as Agriculture Business Communications Engineering IT.
Interviews:
- Will include behavioralbased questioning with specific examples.
Visa Sponsorship:
- Not available now or in the near future.
#ZR
Employment Type
Full Time
