Description:Customer Support Representative IIMajor PurposeProvides 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 DutiesProvide 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, KnowledgeLeverages Digital Communications with CustomersMasters Service ConversationsNavigates Customer ChallengesStrengthens Customer ConnectionsCustomer-Focused ApproachBuilds Customer LoyaltyService Into SalesIn-Depth QuestioningInitiates Compelling Sales ConversationsBuilds RapportKnows the Buying InfluencesManages Buyer IndifferenceUnderstands Issues/MotivationsEducationPost-Secondary Non-Tertiary EducationWork ExperienceVery limited (0 to 3 months)Experienced practitioner able to work unsupervised (13 months to 3 years)Specific Position RequirementsE-Commerce Customer Support RepresentativePRIMARY RESPONSIBILITIES & DUTIES:Take inbound calls and occasional emails from client's Region 4 (USA/Canada/Australia) customers and dealers regarding part orders or other items available for purchase on client website.Occasional outbound calls to customers and dealers to research/investigate and follow up with our findings.Document every interaction effectively in our internal case management systemApproximately 15-20 calls/dayIDEAL CANDIDATES SHOULD HAVE:Knowledge of agriculture, turf (mowers) and utility vehiclesPrior work experience in Agriculture or Technology dealer channelsBachelor's degree in Agriculture, Business, Engineering related field, IT or a similar disciplineCall Center experience6+ months experience with customer service / support experienceEfficient researching / troubleshooting skillsExcellent written and verbal communication skillsSpeak with confidenceProficiency with Microsoft Office productsWillingness to work occasional overtime and holidaysSolid work history and proven dependabilityReliable at home internet and a distraction free workplaceNotes:Contact Center is open from 7am - 6pm CST, Monday - FridayThree shifts available that rotate within the 11-hour operation:7:00am - 3:30pm8:00am - 4:30pm9:30am - 6:00pmCandidate must be available to work any 8-hour shift within the 7am-6pm support window.Candidate will work on-site five days a week with the option to work from home on Friday'sSPECIAL 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.Limited travel to nearby for a factory tour and to nearby Farms approximately twice a year. Will ride along with a client full-time employee. 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
Description:Customer Support Representative IIMajor PurposeProvides 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 DutiesProvide 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, KnowledgeLeverages Digital Communications with CustomersMasters Service ConversationsNavigates Customer ChallengesStrengthens Customer ConnectionsCustomer-Focused ApproachBuilds Customer LoyaltyService Into SalesIn-Depth QuestioningInitiates Compelling Sales ConversationsBuilds RapportKnows the Buying InfluencesManages Buyer IndifferenceUnderstands Issues/MotivationsEducationPost-Secondary Non-Tertiary EducationWork ExperienceVery limited (0 to 3 months)Experienced practitioner able to work unsupervised (13 months to 3 years)Specific Position RequirementsE-Commerce Customer Support RepresentativePRIMARY RESPONSIBILITIES & DUTIES:Take inbound calls and occasional emails from client's Region 4 (USA/Canada/Australia) customers and dealers regarding part orders or other items available for purchase on client website.Occasional outbound calls to customers and dealers to research/investigate and follow up with our findings.Document every interaction effectively in our internal case management systemApproximately 15-20 calls/dayIDEAL CANDIDATES SHOULD HAVE:Knowledge of agriculture, turf (mowers) and utility vehiclesPrior work experience in Agriculture or Technology dealer channelsBachelor's degree in Agriculture, Business, Engineering related field, IT or a similar disciplineCall Center experience6+ months experience with customer service / support experienceEfficient researching / troubleshooting skillsExcellent written and verbal communication skillsSpeak with confidenceProficiency with Microsoft Office productsWillingness to work occasional overtime and holidaysSolid work history and proven dependabilityReliable at home internet and a distraction free workplaceNotes:Contact Center is open from 7am - 6pm CST, Monday - FridayThree shifts available that rotate within the 11-hour operation:7:00am - 3:30pm8:00am - 4:30pm9:30am - 6:00pmCandidate must be available to work any 8-hour shift within the 7am-6pm support window.Candidate will work on-site five days a week with the option to work from home on Friday'sSPECIAL 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.Limited travel to nearby for a factory tour and to nearby Farms approximately twice a year. Will ride along with a client full-time employee.
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