What are the responsibilities and job description for the Customer Experience Technical Advocate position at Generac Power Systems?
We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
At Generac, we bring our best energy to work every day and promote a drive to win while respecting others and supporting growth. Join us, as we inspire change for a better world, positively impact our people and the community, influence and achieve positive results that support growth, and innovate the industry.
The Customer Experience Technical Advocate is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Technical Representative requires understanding of technical product information to provide informed decisions and recommendations. This role is responsible for providing excellent customer care by using knowledge of company products to provide accurate information, answer questions and ensure final resolution.
Essential Duties and Responsibilities:
- Provides best in class customer satisfaction on every interaction
- Ability to pass product and process testing following intermediate product training
- Receives and documents all customer interactions in real time
- Corresponds to customer interactions via email, phone, text or chat
- Maintains contact center metrics including customer satisfaction, productivity, and adherence
- Responds to and resolves customer technical and non-technical inquiries and issues
- Assists customers with installation and issue resolution in the moment
- Seeks out answers to Customer questions utilizing the product material and tools available remaining current on products, services and promotions.
- Maintains product knowledge through training and continuing education
- Escalates more complex inquires or complaints appropriately to specialized teams
- Assists Tier I agents with customer escalations
- Maintain Outlook email inbox, calendar, and tasks regularly
Other duties as assigned and the following:
- Mentor Tier I agents
- Flexible to work overtime hours to meet customer & business need
- Data entry
Minimal Qualifications:
- High School Diploma or GED
- 1 year experience in a customer service role or technical troubleshooting
- 6 months technical troubleshooting internet support applications and mechanical experience
Preferred Qualifications:
- Contact Center experience with troubleshooting
- Experience handling a high volume of inbound calls
- ERP: Previous experience using SAP or equivalent
- CRM: Previous experience using SAP or Salesforce
- Office Platform: Basic use of Microsoft Office Suite including teams, outlook, calendar
- Bilingual Spanish
Knowledge, Skills and Abilities:
- Technical Aptitude: Ability to excel at intermediate technical tasks
- Results Oriented: Achieves successful outcomes
- Supportive: Provides encouragement to peers
- Disciplined: Ability to reliably adhere to policy and process
- Forward thinking: Continuous Improvement mindset
- Ability to de-escalate: Conflict resolution skill set
- Coachable: Open to learning and development
- Responsibility: Accountability for honest and ethical conduct
- Receptiveness: Open to receive information and its potential value
- Empathy: The ability to express other experiences
- Independent Initiative: Ability to think for themselves and act when necessary
- Analytical Thinking: Ability to identify problems and solution
- Communication: Excellent verbal and written communication skills
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
