Customer Support Representative I(Hybrid schedule)

Job Template - Customer Support Representative I
Position Title - Customer Support Representative I

SPECIAL CONSIDERATIONS: Support hours fall between the hours of 7am – 6pm, Monday - Friday. Candidate must be available to work any 8hr shift within the 7am-6pm support window. Please note, rotations occur monthly. Training will consist of 2 weeks classroom training, and an additional 2-4 weeks of on the job training & mentoring with an experienced technician.

This position offers a retention bonus after 6, 12, and 18 months of employment and pay increases based on 6, 12, and 24 months of employment.

PRIMARY RESPONSIBILITIES & DUTIES: The Enterprise Contact Center 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 support via multiple channels (telephone, email, and chat) while effectively documenting each interaction. Common calls & emails include:
•General product questions, availability, compatibility
•Ag, Residential and Commercial, & golf product issues/complaints
•Warranty registration, and extended warranty coverage
•Out of warranty assistance
•Parts & publications lookups
•Loyalty Rewards programs

REQUIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:
* Skills in interpersonal communications, negotiation, and conflict resolution.
* 6+ months experience with customer service / support experience.
* High comfort level and experience with consumer software applications.
* Strong computer and troubleshooting skills.
* Ability to work support hours and occasional holidays to support the business.

DESIRED SKILLS, KNOWLEDGE, & 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, Engineering related field, IT or a similar discipline.