Customer Support Representative I
Customer Support Representative I
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1 Vacancy
Job Description
Customer Support Representative II Enterprise Contact Center
Please note: Currently this position is strictly a contingent position and we do not have expectations to transition this position into a fulltime employment role. Contingents are eligible to seek full time employment within Client and can monitor for positions through the Client careers page.
This position offers a retention bonus after 6 12 and 18 months of employment.
This position offers pay increases based on 6 12 and 18 months of employment.
Retention bonuses and pay increases are forfeited for those who do not complete their assignments or end assignments early. Subject to review.
PRIMARY RESPONSIBILITIES & DUTIES:
The Enterprise Contact Center team provides frontline technical support / information / solutions to customers on product related inquiries issues and concerns to optimize customer satisfaction and retention. Technicians provide support via multiple channels (telephone email and chat) while effectively documenting each interaction.
Common calls and emails include:
General product questions availability compatibility
Ag Residential and Commercial Turf and Golf product issues/complaints
Warranty registration and extended warranty coverage
Out of warranty assistance
Parts and publications lookups
Loyalty Rewards programs
Support hours fall between 7am 6pm CST Monday Friday
Candidate must be available to work any 8hour shift within the 7am6pm support window.
Candidate will work onsite (Client Johnston IA) five days a week
Shifts are subject to change based on volumes.
SPECIAL CONSIDERATIONS:
Training and mentoring will be on the 84:30am shift and last approximately 6 weeks.
Takes approximately 34 months from start date to reach full productivity.
Training will consist of 2 weeks of classroom training and an additional 24 weeks of onthejob training and mentoring with an experienced technician.
The primary responsibilities for this opening could be for either Tier 1 or Tier 2 support.
REQUIRED SKILLS KNOWLEDGE AND RELEVANT WORK EXPERIENCE:
Skills in interpersonal communications negotiation and conflict resolution.
Excellent written and verbal communication skills
6 months experience with customer service/support experience.
Proficiency with Microsoft Office products
Strong computer research and troubleshooting skills.
Ability to work support hours and occasional holidays to support the business.
DESIRED SKILLS KNOWLEDGE AND RELEVANT WORK EXPERIENCE:
Knowledge of agriculture turf (mowers) and utility vehicles.
Prior work experience in Agriculture or Technology dealer channels.
Associates or Bachelors degree in Agriculture Business Communications Engineering related field IT or a similar discipline.
Interviews will include behavioral based questioning
Candidate will be asked to share specific examples
Visa sponsorship is not available now or in the near future for this position.
**Prescreen questionnaire is attached. This must be completed and attached to the candidates profile in order to be considered. Candidates submitted without this will be rejected.**
Max submittals have been changed to 5 resumes for this requisition.
Employment Type
Full Time
