Customer Support Representative

Customer Support Representative

  Not Disclosed

  Johnston, IA

  24.0 Months

  Not Disclosed

  Not Disclosed

  Manufacturing

Job Description

Description:

• These positions will be on the Customer Support Team in a Technical Support Center.
• This position will require a Bi-Lingual individual to be fluent reading and writing in Spanish, as well as English.

PRIMARY RESPONSIBILTIES & DUTIES:

• The client's R3 & R4 (Region 3 and 4) support team provides front-line technical support/information/solutions to client dealers and customers on 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 our case management system. Technicians also create and maintain support tools/solutions available online.

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.

REQUIRED SKILLS REQUIRED SKILLS, KNOWLEDGE & RELEVANT WORK EXPERIENCE:

• Skills in interpersonal communications, negotiation, and conflict resolution
• Experience with customer service / support
• 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
• Experience with data management

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 discipline

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)

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.
• Limited travel to nearby client site for a factory tour approximately twice a year. Will ride along with a client full-time employee.

Notes:

Contact Center is open from 5am - 5pm CST, Monday - Friday

Four shifts available that rotate within the 12 hour operation:

5:00am - 1:30pm

6:00am - 2:30pm

7:00am - 3:30pm

8:00am – 4:30pm

Candidate must be available to work any 8-hour shift within the 5am-5pm support window.

Candidate will work on-site, five days a week