Customer Service Representative

Customer Service Representative

Suamico, WI 54173 (Onsite)

We are seeking an experienced Customer Service Representative, based near Green Bay, WI, for a full-time position out of our Suamico, Wisconsin headquarters. We are at the forefront of a technological sea change in the landscaping industry. Our two trailblazing products are robotic and autonomous, and very much poised to break out in a substantial way. Our machines solve business challenges and improve opportunities for profitability and growth for landscaping contractors, public works departments, city, county, state and federal parks systems and roads departments, and more.

THE PLACE:

• Based in Suamico, Wisconsin. We design and manufacture Autonomous Mowing Robots™ and Remote-Operated Robotic Mowers for commercial use—two full-fledge, major industry opportunities for Redefining The Business of Mowing. We do this by eliminating persistent industry problems and revealing lucrative industry opportunities. We thrive on innovation, from the front desk to the back bay. We believe great ideas are not the realm of one department or job description. Our team members display incredible work ethic, independence, initiative, and problem-solving skills

THE POSITION:

• Our company is unique, the industry is evolving, and this job requires a pro with "a very particular set of skills...” Can you read a technical document, turn a wrench, AND speak to people with clarity and humanity? Have you worked with your hands for years and would now like to start working more with your head?
• The Customer Service Rep is not a glorified clerk-on-a-phone. Our CSRs are absolutely critical to our business, and to how we do that business. They carry our Customer-First banner with a how-can-we-improve-your-day attitude and an answers-and-assistance aptitude. We're looking for a technician who possesses sharp phone and office skills. A pro that can visualize, understand, and provide guidance to customers seeking prompt mechanical solutions. An empathetic human that recognizes the customer's situation and has the ability to offer calm support and ultimately successful outcomes
• If you're looking to move your tech skills inside, keep your hands clean, be a hero one call at a time, and take your professional life to the next level—apply here

KEY RESPONSIBILITIES:

• Demonstrate our exemplary Customer Service principles in every interaction
• Document, communicate and manage each case thoroughly and properly
• Diagnose issues promptly and accurately vs. hastily and inaccurately
• Understand and follow our RCM parts sales model
• Execute our proactive customer service and no-document warranty strategies accurately

KEY REQUIREMENTS:

• Experience making mechanical repairs and maintenance on small engines or equivalent equipment
• Computer skills
• Customer Service experience preferred, but not required

ADDITIONAL TRAITS AND CAPABILITIES

• Character: You must have solid values and take responsibility for your results. You'll never lie or cheat to win
• Work Ethic: You must be able to handle the volume of activity coming at you, including a significant number of phone calls and emails
• Trainable and Coachable: You are coachable, and you level up because you apply what you learn
• Organized: You have an organizational system that works
• Self-Directed and Disciplined: You must be able to work without being micromanaged. You must have self-control and discipline
• Tech Savvy: You must have very strong computer skills, including proficiency with Word, Excel, Outlook, and various internet browsers
• Writing: You must use appropriate grammar and punctuation in written communication. You must have the discipline to review work before it is sent to others
• Accountability: You must own your actions and results—both negative and positive
• Equipment Operation & Maintenance: You must be comfortable around commercial equipment and be able to demonstrate operating and maintaining our equipment with proper technique (with training)
• Travel: Occasional travel may occur

COMPENSATION AND TERMS

• Competitive compensation
• Paid vacation & sick leave
• Health / Dental / Vision insurance

Hiring subject to pre-employment, background, and drug screening

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

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