Customer Support Representative

SPECIAL CONSIDERATIONS: Support hours fall between the hours of 7am – 6pm, Monday - Friday. Some Saturdays may be required.

· Candidate must be available to work any 8hr shift within the 7am-6pm support window.

· Please note, rotations occur monthly.

· Hybrid work schedule:

2 days onsite / 3 days offsite - Tuesdays are required onsite, with either Wed/Thurs as additional onsite shift.

Training is approximately 2 weeks in length:

· Week 1 is onsite at JDF (Johnston), focused on exposure to resources and company introduction

· Week 2 is hybrid, focused on Tier 1 training support and mentoring with senior reps

· Weeks 3 & 4 will consist of mentoring with senior reps

· Following week 4, agent will begin taking calls and emails

· Takes approximately 3-4 months from start date to reach full productivity

The Enterprise Contact Center team provides front-line 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.

· Approximately 10-15 calls/day

· Nearly all outbound calls are escalations from Tier I

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

IDEAL CANDIDATES SHOULD HAVE:

· Call Center experience

· 6 months experience with customer service / support experience.

· Efficient researching / troubleshooting skills

· High comfort level and experience with consumer software applications.

· Skills in interpersonal communications, negotiation, and conflict resolution.

· Excellent written and verbal communication skills

· Speak with confidence

· Proficiency with Microsoft Office products

· Solid work history and proven dependability

Job Type: Contract

Pay: $20.00 per hour

Shift:

• Morning shift

Experience:

• customer service / support: 1 year (Preferred)

Work Location: In person

Salary : $20