Telematics Customer Service Representative

Department:

Telematics

Reports to:

Customer Operations Manager

Location:

Wendell, NC or Hybrid/Remote

Position Status:

Full-Time

Status:

Hourly, Non-Exempt

Management Level:

Non-Management

JOB SUMMARY

KIOTI Tractor, a leader in the design and manufacture of compact tractors, utility vehicles, turf care, and compact construction equipment, is seeking a Telematics Customer Service Representative to join our team onsite in Wendell, NC, USA. The Telematics Customer Service Representative provides a high level of customer service to KIOTI end-users and dealers, assisting with inquiries regarding KIOTI telematics concerns. This position is specifically about vehicles with wireless communication devices and GPS and providing a variety of customer services through them. The goal of this role is to respond most effectively to the inquiries of various end-users and dealers based on an understanding of products and services. KIOTI is a fast-paced environment, the candidate should maintain composure and remain patience under pressure.

KEY RESPONSIBILITIES OF JOB

• Support end-user and dealer by phone, email, and written communication.
• Delegate, assign, and follow-up cases accordance to service agreement policy.
• Maintain a professional and positive manner when communicating with end-user and dealer.
• Maintain knowledge of propriety mobile & web App, and the telematics system & functionality.
• Determine the quickest and most effective way to answer end-user and dealer questions.
• Collaborate with the team and other departments to resolve end-user and dealer inquiries.
• Understand escalation protocols.
• Log end-user and dealer communications in the ticketing/CRM system.
• Review end-user and dealer surveys to identify issues and self-improvement.
• Provide case report for manager review.
• Other contact center related duties as required.

EDUCATIONAL AND PHYSICAL REQUIREMENTS

• Minimum of an Associate’s degree, background in agriculture or automotive industry preferred
• 2 years of customer service experience
• Professional written and verbal communication skills
• Ability to learn industry terms quickly with an aptitude for referencing mechanical information
• Excellent interpersonal and customer service skills
• Ability to answer a high volume of calls and/or emails daily
• Strong time-management, analytical, and problem-solving skills
• Must be a self-starter and able to work independently with minimal supervision
• Strong multitasking and organizational capabilities
• Proficiency with Computer, iPhone, Android, and Microsoft Office applications is required
• Previous experience with Salesforce, FreshDesk, or ZenDesk is preferred, but not required
• Bilingual in French or Spanish is preferred, but not required
• Must have very stable and minimum 150 Mbps Internet connection for hybrid and remote location