Customer Support Representative

Customer Support Representative

  Not Disclosed

  Johnston, IA

  36.0 Months

  Not Disclosed

  Not Disclosed

  Manufacturing

  $18/hour - $20/hour

Job Description

Customer Support Representative II

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.)

Duties:

Provides responses and/or solutions to customer dealers and/or Company personnel inquiries concerning problems and concerns of a moderately complex level. Effectively documents customer dealer and/or company personnel interactions and issues relating to area of responsibility. Distributes additional product/service/policy information to customers dealers and client personnel. Develops common solutions to problems with team members to maintain required service levels. Maintains the accuracy and availability of customer related information on-line. Assists in the promotion of clientproducts/services/programs through special program offerings special mailings and pro-active user contact. Negotiates with customers dealers and company personnel to provide the proper policy execution and adequate resolution.

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 and emails 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
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.
Associates or Bachelor's degree in Agriculture, Business, Communications, Engineering related field, IT or a similar discipline.

SPECIAL CONSIDERATIONS:

Training and mentoring will be on the 8-4:30am 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 either Tier 1 or Tier 2 support.

Note :

Support hours fall between 7am - 6pm CST, Monday - Friday
· 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.


Please note: Currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within client and can monitor for positions through the client careers page.
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.