Customer Support Representative II – E-Commerce
Location: Johnston, IA 50131
(On-site; work-from-home option on Fridays)
Duration: 24 Months
Employment Type: W2 Contract
Pay Rate: $19.50/hour
Visa Sponsorship: Not available now or in the future
Position Overview
We are seeking a Customer Support Representative II to support e-commerce customers and dealers by providing exceptional service related to online purchases and parts orders. This role involves handling inbound customer inquiries, conducting research and troubleshooting, documenting interactions, and ensuring timely resolution of customer concerns.
Training is provided, and candidates should be comfortable working in a fast-paced customer support environment while maintaining strong communication and problem-solving skills.
Key Responsibilities
- Handle inbound calls and occasional emails from customers and dealers regarding online purchases, parts orders, and related inquiries
- Conduct occasional outbound calls to research issues and provide updates or resolutions
- Accurately document all customer interactions in the internal case management system
- Research and troubleshoot customer concerns to identify appropriate solutions
- Provide professional and timely customer support through multiple communication channels
- Maintain productivity while managing approximately 15–20 calls per day
Schedule
Support Center Hours: Monday–Friday, 7:00 AM – 6:00 PM CST
Candidates must be available to work any 8-hour shift within operating hours:
- 7:00 AM – 3:30 PM
- 8:00 AM – 4:30 PM
- 9:30 AM – 6:00 PM
Work Arrangement:
- On-site Monday–Thursday
- Work-from-home option on Fridays
- Reliable internet connection and distraction-free workspace required for remote work
Training & Development
- Training and mentoring will occur on the 8:00 AM – 4:30 PM shift
- Training period lasts approximately 6 weeks
- New hires typically reach full productivity within 3–4 months
Additional Benefits
- Retention bonuses available after 6, 12, and 24 months of employment
- Pay increases available after 6, 12, and 24 months of employment
- Bonus and pay increase programs are subject to change
Qualifications
Required
- Minimum 6 months of customer service or customer support experience
- Strong written and verbal communication skills
- Comfortable speaking confidently with customers and dealers
- Effective research and troubleshooting abilities
- Proficiency with Microsoft Office applications
- Reliable attendance and demonstrated dependability
- Ability to work occasional overtime and holidays as needed
Preferred
- Call center experience
- Knowledge of agriculture, turf equipment, or utility vehicles
- Experience working with agricultural or technology dealer channels
- Bachelor’s degree in Agriculture, Business, Engineering, Information Technology, or a related field
Additional Information
- Limited local travel may be required for training and business exposure opportunities
- Behavioral-based interviews will be conducted
- Candidates should be prepared to provide specific examples of past customer service, problem-solving, and communication experiences
#LI-MH1
#INDEPI