Customer Service Support Representative Jobs (NOW HIRING)

Job title : Customer Support Representative II
Client : Heavy Machine Manufacturing Company
Duration : 01 years
Location : Johnston, IA, 50131

Shift : 7am - 6pm CST, Monday – Friday and 8 am – 12 pm CST, Saturday

Description:

Major Purpose:
• Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention.

Major Duties:
• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

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.

Skills, Abilities, Knowledge:
• Leverages Digital Communications with Customers
• Masters Service Conversations
• Navigates Customer Challenges
• Strengthens Customer Connections
• Customer-Focused Approach
• Builds Customer Loyalty
• Service Into Sales
• In-Depth Questioning
• Initiates Compelling Sales Conversations
• Builds Rapport
• Knows the Buying Influences
• Manages Buyer Indifference
• Understands Issues/Motivations

Education:
• Post-Secondary Non-Tertiary Education

Work Experience:
• Very limited (0 to 3 months)

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.

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.

#ZR