What are the responsibilities and job description for the Customer Support Representative - Colby position at American Implement?
American Implement is seeking a
Customer Support Representative
for our dealership in Colby, Kansas.
The Customer Support Rep (CSR) serves as a direct point of contact for customers on behalf of the company to ensure customer satisfaction. Develops and maintains customer relationships that will enhance loyalty with the company. Promotes the sale of company products and services to increase new and existing business, focusing on the customer experience and aftermarket services.
BENEFITS:
- Paid Vacation, Sick, Holiday & Parental Leave
- 401(k) plus match
- Employer-paid Health Insurance for employee
- Optional Dependent Health Insurance
- Employer-paid Life AD&D Insurance for employee
- Optional Voluntary Life AD&D Insurance for employee & dependents
- Employer-paid Short-term Disability
- Optional Dental & Vision
- Optional MASA Medical Transport Solutions
- Optional AFLAC Supplemental Insurance
- Employee Assistance Program (EAP)
- Credit Union
- And more...
ESSENTIAL JOB FUNCTIONS:
- Attends dealership sales meetings to give regular updates on status of marketing plans, product changes, order program status and/or customer issues.
- Calls on customers and/or travels to customer locations to perform follow-up activities on complete goods, parts, and service sales.
- Ensures customers have received an anticipated level of service and assistance with their questions or concerns.
- Works regularly with salesmen to develop potential client improvements per specific farming operation.
- Stays current with John Deere Precision Agricultural product line changes. Serves as the central point in the business to manage complexity and improve efficiency of salesmen by allowing them to focus on other product lines specifically.
- Interacts with customers to provide information in response to inquiries about products or services as well as addresses and resolves customer complaints in a timely, effective, and satisfactory manner.
- Promotes the sale of products and services provided by the company such as machine inspections, overhauls, standard job quotes, and special parts promotions.
- Promotes and supports myjohndeere.com, utilizing wireless data and data management within the Operation Center.
- Ensures proper processes are being implemented and followed in order to help maintain Dealership Experience Score at or above standards.
- Demonstrates equipment and provides field start-up support.
- Collects profiling information on customer machines, vehicles, and demographic information in order to enhance the customer experience.
- Develops skills and knowledge through ongoing training activities relevant to company products and services. Keeps abreast of developments in the industry.
- Ensures effective communication is maintained with sales, service, and other departments and customers to meet customer support service objectives.
- Generates and maintains required reports.
- Provides technical support when appropriate.
QUALIFICATIONS:
- 1-2 years’ experience in an agricultural related role preferred.
- Knowledge of agricultural or turf equipment and farming or operational practices preferred.
- Proficient with Microsoft Office and internet tools.
- Excellent oral and written communication skills, including strong interpersonal/customer-service skills.
- High School Diploma, GED, or equivalent work experience required.
- Dealership sales, service, training, or other related work experience preferred.
- Ability to work flexible hours and travel to store/customer locations within seasonal peak times.
- Valid driver’s license and clean driving record is required.
PHYSICAL REQUIREMENTS:
Extended periods of sitting, standing, walking, bending, squatting, crawling, climbing, reaching overhead. Must be able to regularly lift up to 75 lbs. without assistance and occasionally lift up to 50 lbs. Position also requires grasping with both hands, pushing and pulling, working around moving machinery, driving a vehicle, extensive hours on a computer, hearing normal tones, speaking, and seeing. Must be able to load and unload trailer with equipment safely in various types of weather.
American Implement reserves the right to modify, interpret, or apply this job description in any way the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract implied or otherwise. The employment relationship remains “at will.” The aforementioned job requirements are subject to reasonably accommodate qualified disabled individuals.
