Bilingual Customer Support Representative

Bilingual Customer Support Representative

Job Description

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. (Note that products may include parts, whole goods or product related services.) 
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.

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)
Experienced practitioner able to work unsupervised (13 months to 3 years)

Specific Position Requirements

PRIMARY RESPONSIBILTIES & DUTIES:
The client support team provides front-line technical support/information/solutions to the client dealers and customers on the client 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 within CCMS (Case and Contact Management System). Technicians also create and maintain support tools/solutions available online.

A few of the 100+ products supported by the support team:
Website-Dashboard
Operations Center
Apex Farm Management
Stellar Support
Mobile Apps
GreenStar Displays
StarFire Receivers
Client Link
Client link Terminals
AutoTrac and machine guidance
Language Translation tool.

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 off-shift hours and occasional holidays to support the business.

DESIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:

Knowledge of agriculture customers.
Agriculture operations experience, including Precision Farming experience.
Prior work experience in Agriculture or Technology dealer channels.
Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar.

This position will require a Bi-Lingual individual to be fluent in Spanish, as well as English.

Notes:

Contact Center is open from 5am - 5pm CST, Monday - Friday
· Candidate must be available to work any 8-hour shift within the 5am-5pm support window.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status