Customer Support Representative

Job Title: Customer Support Representative I

Location: Johnston, IA 50131

Duration: 36 Months

Job Type: Contract

Work Type: Onsite

Pay Rate: $18-18.00/hr

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment.

Job Descriptions:

• 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.

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

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.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.