Job Description
Job Description
Job Title : License & Sales Management Specialist / Customer Service Representative III
Client : Heavy Machine Manufacturing Company
Duration : 7 months and 21 days
Location : Johnston, IA 50131
Shift : Friday Monday, 8 : 00 AM 5 : 00 PM CST (32 hours / week) May shift due to training or holidays
John Deere Retirees or prior Deere employees highly preferred
Description :
Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process and conducts customer service training for entry-level staff.
Duties :
- Researches, analyzes, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues.
- Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals.
- Contacts customers to resolve outstanding customer service issues.
- Assists supervisors in the continuous improvement of the customer service delivery process.
- Conducts customer service training for entry-level staff.
- Documents customer interactions and product / service issues, entering descriptive information online in order to provide history and tracking of issue resolution.
Position Title : License & Sales Management Specialist
As a License & Sales Management Specialist, you will be responsible for...
Provide product / service information and respond to customer and dealer questions, acting as a first point of contact for resolving queries and enrollment activities.Primarily handling inbound phone calls, but also managing outbound phone calls and emails.Delivering exceptional customer service and gathering enrollment information through conversations.Using complex multilevel scripts and processes to clarify customer information and assist them as needed.Managing contract, legal entity, and tax rules conversations.Creating follow-up actions and entering relevant information into internal systems to ensure quality data is gathered.Executing processes to validate completeness and effectiveness for broader application through shared or dedicated service teams.Handling tickets through a ticketing system from Dealer / Customer requests.Experience :
Strong interpersonal and communication skills, including the ability to manage complex conversations in real-time.Strong independent judgment, problem-solving skills, and ability to make timely decisions.Proficient in Microsoft Office products, specifically Excel and OneNote.Comfortable navigating diverse tools that may not be intuitive and have complex interfaces.Strong organizational skills and ability to manage multiple projects simultaneously.Ability to work with extensive amounts of data while maintaining strong attention to detail.Adaptability to rapidly and frequently changing processes.Bachelor's Degree or equivalent experience required.What makes you stand out :
Experience working directly with Customers and Dealers.Demonstrated ability to leverage data and analytics to identify opportunities and solve problems.Understanding of revenue recognition principles for software licensing models.Cross-functional work experience in multiple areas (product management, sales & marketing, legal, data, accounting, order fulfillment, etc.).Knowledge of go-to-market strategies, including licensing of advanced software for precision
