Job Title: Customer Support Representative II
Location: Onsite in Johnston, Iowa
Job Type: W2 Contract – 12 months
Expected hours per week: 40+ hours per week
Schedule: Must be available to work any 8-hour shift within the 7:00 AM – 6:00 PM Monday-Friday support window, occasional 8:00 AM -12:00 PM Saturday shift.
Pay: $18.78 / hour. ($1,000 Bonus after 6 months AND $1,000 after completion of assignment)
Job Summary
The Enterprise Contact Center Tier I 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 phone support while effectively documenting each interaction. Common calls 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
Required Skills, Knowledge, & 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
- High comfort level and experience with consumer software applications.
- Strong computer, research and troubleshooting skills.
- Ability to work support hours and occasional holidays to support the business.
Preferred Knowledge, Skills, Work Experience:·
- Knowledge of agriculture, turf (mowers) and utility vehicles.
- Prior work experience in Agriculture or Technology dealer channels.
- Bachelor’s degree in Agriculture, Business, Communications, Engineering related field, IT or a similar discipline.
Additional Information:
- Interviews will include behavioral based questioning· Candidate will be asked to share specific examples. I would stress that we are looking for specific situations, actions taken by the individual, and the results.
- Training and mentoring will be on the 8-4:30pm 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 Tier 1 support.