Description

Customer Support Representative


Specific Position Requirements

Social Media Care Team

PRIMARY RESPONSIBILITIES & DUTIES:
The Social Media Care team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. Agents provide support via multiple channels (Social Media, email, and website) while effectively documenting each interaction. This position will have an emphasis on Social Media support and will be involved in monitoring designated Social Media channels, responding to support requests, and reviewing/approving outbound content for quality and accuracy.

COMMON QUESTIONS INCLUDE:
-General product questions, availability, compatibility
-Ag, Residential and Commercial Turf, and Golf product issues/complaints
-Parts and publications lookups
-Client Experience
-Loyalty Rewards programs

REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
-Skills in interpersonal communications, negotiation, and conflict resolution.
-Effective written communication skills.
-6+ months experience with customer service / support experience.
-High comfort level and experience with consumer software applications.
-Experience with multiple forms of Social Media (Facebook, Twitter/X, Instagram, YouTube, TikTok)
-Strong computer and troubleshooting skills.
-Ability to work occasional holidays to support the business


DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
-Prior work history with using Social Media for business purposes
-Prior work experience in Agriculture or Technology dealer channels
-Knowledge of agriculture, turf (mowers) and utility vehicles
-Bachelor's degree in Agriculture, Business, Communications, Marketing or a similar discipline.


Notes:

Candidate will work on-site five days a week with the option to work from home on Friday through Sunday.

SPECIAL CONSIDERATIONS: Must be able to work first shift with weekend hours. New-hire training will take place M-F, 8am-4:30pm and will consist of 2-3 weeks classroom, and an additional few weeks of on the job training & mentoring with an experienced technician. After training, candidate must be able to work an 8hr shift within the hours of 11 am and 10:30 pm. The exact 8hr shift will fluctuate based on volumes and business need. After training is complete, candidate will be assigned a weekend shift (either Saturday or Sunday) on a monthly rotating schedule.