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 - Enterprise Contact Center

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.

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.

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


Notes:
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.
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.
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.