Job Title: Customer Support Representative
Location: Johnston, IA 50131
Assignment Length: 12 months + (Possible Extension)
Position Type: Contract/ Contingent
**This position offers a retention bonus at 6 months of employment and an additional bonus after successful completion of assignment. These will be $1,000 each.**
Support hours fall between 7am – 6pm CST, Monday – Friday and 8 am – 12 pm CST, Saturday.
· Schedule may include occasional holidays and overtime based on the needs of the business.
· Candidate must be available to work any 8-hour shift within the 7am-6pm support window.
· Candidate will work on-site five days a week
· Shifts are subject to change based on volumes.
SPECIAL CONSIDERATIONS:
· 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.
PRIMARY RESPONSIBILITIES & DUTIES:
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, 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
· 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.
DESIRED SKILLS, KNOWLEDGE, AND RELEVANT 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.
