What are the responsibilities and job description for the Customer Experience Technical Representative 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 don’t simply wait for opportunities to come to us. Our teams consistently seek out new and innovative advances in our industry, driving our great success and company growth. We are a leader in the power generation industry that is successfully breaking ground in the Clean Energy segment. This growth equals rapid career advancement opportunities for those who want to be challenged and enjoy a fast-paced, high-performance culture. 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 Representative 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 and resources to provide accurate information, answer questions and ensure final resolution.
Essential Duties and Responsibilities:
- Customer satisfaction
- Ability to pass product and process testing following 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
- Assists customers with troubleshooting issues and offer accurate information 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 inquiries or complaints appropriately to specialized teams
- Maintain Outlook email inbox, calendar, and tasks regularly
- Flexible to work overtime hours to meet customer & business need
- Data entry
- Other duties assigned
Minimum Qualifications:
- High School Diploma or GED
- 1 year experience in a customer service role or technical troubleshooting
Preferred Qualifications:
- Contact Center experience with troubleshooting
- Experience handling a high volume of inbound calls
- ERP: Previous experience using SAP or equivalent
- CRM: Pervious experience using SAP or Salesforce
- Office Platform: Basic use of Microsoft Office Suite including teams, outlook, calendar
Knowledge, Skills and Abilities:
- Technical Aptitude: Ability to excel at 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.”
