Customer Support Representative I

Position Title

Customer Support Representative II

Specific Position Requirements

Customer Support Representative II - Enterprise Contact Center

This position offers a retention bonus after 6, 12, and 18 months of employment.

This position offers pay increases based on 6, 12, and 18 months of employment.

Retention bonuses and pay increases are forfeited for those who do not complete their assignments or end assignments early. Subject to review.

PRIMARY RESPONSIBILITIES & DUTIES :

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.

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

Support hours fall between 7am - 6pm CST, Monday - Friday

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

Candidate will work on-site (Client Financial - Johnston, IA) five days a week

Shifts are subject to change based on volumes.

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.

Training will consist of 2 weeks of classroom training and an additional 2-4 weeks of on-the-job training and mentoring with an experienced technician.

The primary responsibilities for this opening could be for either Tier 1 or Tier 2 support.

REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE :

Skills in interpersonal communications, negotiation, and conflict resolution.

Excellent written and verbal communication skills

6 months experience with customer service / support experience.

Proficiency with Microsoft Office products

Strong computer, research and troubleshooting skills.

Ability to work support hours and occasional holidays to support the business.

DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE :

Knowledge of agriculture, turf (mowers) and utility vehicles.

Prior work experience in Agriculture or Technology dealer channels.

Associates or Bachelor's degree in Agriculture, Business, Communications, Engineering related field, IT or a similar discipline.

Interviews will include behavioral based questioning

Candidate will be asked to share specific examples

Visa sponsorship is not available, now or in the near future, for this position.

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 Client 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.