Job Title: Customer Support Representative II – Customer Support
Location: Johnston, IA
Job Type: Contract
Expected hours per week (must include “per week”):
40 hours per week
Schedule (include days, hours, onsite/hybrid or remote):
Monday – Friday, 8-5, Onsite
Pay Range (must include “per hour”):
$18.78 per hour
Job Description:
Act as frontline support for channel partners, customers, and internal personnel by providing product-related information and solutions. The goal is to resolve moderately complex issues and optimize customer satisfaction and retention.
(Products may include parts, whole goods, or related services.)
Key Responsibilities
- Customer Support & Issue Resolution
- Provide advanced product/service information.
- Respond to complex inquiries and escalations promptly.
- Obtain managerial approvals when required.
- Order Management
- Record and process custom/special orders.
- Coordinate with delivery and resource teams.
- Relationship Building
- Make calls to customers to develop new relationships.
- Act as first point of contact for queries and complaints.
- CRM & Data Management
- Schedule follow-ups and log interactions in CRM.
- Maintain quality data for retention and business development.
- Sales & Interviewing
- Conduct interviews using multilevel scripts to clarify requirements.
- Initiate compelling sales conversations.
- Compliance & Development
- Adhere to organizational policies and regulatory codes.
- Participate in training, coaching, and ongoing education.
Skills & Competencies
- Digital communication with customers.
- Mastery of service conversations.
- Customer-focused approach and loyalty building.
- Ability to turn service into sales.
- Strong questioning and rapport-building skills.
- Understanding buying influences and managing indifference.
Education & Experience
- Education: Post-secondary non-tertiary education.
- Experience:
- Entry-level: 0–3 months.
- Experienced practitioner: 13 months–3 years.
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