What are the responsibilities and job description for the Customer Support Representative I position at Three Point Solutions?
Job title : Customer Support Representative I
Client : Heavy Machine Manufacturing Company
Duration : 3 years with possible extension
Location : Johnston IA 50131
Description :
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.
Develops common solutions to problems with team members to maintain required service levels.
Maintains the accuracy and availability of customer related information online.
Assists in the promotion of products / services / programs through special program offerings special mailings and proactive user contact.
Negotiates with customers dealers and company personnel to provide the proper policy execution and adequate resolution.
Specific Position Requirements :
Primary responsibilities & duties :
The Enterprise Contact Center team provides frontline 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 8hour shift within the 7am6pm support window.
Shifts are subject to change based on volumes.
Special considerations :
Training and mentoring will be on the 84 : 30am shift and last approximately 6 weeks.
Takes approximately 34 months from start date to reach full productivity.
Training will consist of 2 weeks of classroom training and an additional 24 weeks of onthejob 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 Bachelors degree in Agriculture Business Communications and Engineering related field IT or a similar discipline.
Others :
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.
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