Customer Support Representative

REQUIRED SKILLS REQUIRED SKILLS, KNOWLEDGE,&RELEVANT WORK EXPERIENCE:

• Skills in interpersonal communications, negotiation, and conflict resolution
• Experience with customer service / support
• High comfort level and experience with consumer software applications
• Strong computer and troubleshooting skills
• Ability to work off-shift hours and occasional holidays to support the business
• Experience with data management
  
  

DESIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:

• Knowledge of agriculture customers
• Agriculture operations experience, including Precision Farming experience
• Prior work experience in Agriculture or Technology dealer channels
• Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline
  
  

**Manager highly prefers candidates with a degree, in any field such as Business, Math, Ag, etc.. If they are a high school graduate with no additional education, he would like to see them have a technical certification that shows that they understand how IT database management works**

Contact Center is open from 7am - 7pm CST, Monday - Friday

• Four shifts available that rotate within the 12 hour operation:
• 7:00am - 3:30pm
• 8:00am - 4:30pm
• 9:00am - 5:30pm
• 10:30am - 7:00pm
• Candidate must be available to work any 8-hour shift within the 7am-7pm support window.
• Candidate will work on-site (Client Financial - Johnston, IA) five days a week
  
  

SPECIAL CONSIDERATIONS:

• Training and mentoring will be on the 8-4:30am shift and last approximately 6 weeks.
• Takes approximately 3-4 months from start date to reach full productivity.
• Limited travel to nearby Des Moines Works for a factory tour and to nearby Jensen Farms approximately twice a year. Will ride along with a Deere full-time employee.
  
  

Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.)

Duties:

Provides responses and/or solutions to customer, dealers, and/or Company personnel inquiries concerning problems and concerns of a moderately complex level. Effectively documents customer, dealer, and/or company personnel interactions and issues relating to area of responsibility.

Distributes additional product/service/policy information to customers, dealers, and Deere personnel.

Develops common solutions to problems with team members to maintain required service levels.

Maintains the accuracy and availability of customer related information on-line.

Assists in the promotion of Client products/services/programs through special program offerings, special mailings and pro-active user contact.

Negotiates with customers, dealers and company personnel to provide the proper policy execution and adequate resolution.