Customer Support Representative

This role aims to optimize customer satisfaction and retention by delivering effective information and solutions. The products supported may include parts, whole goods, or product-related services.

Apply today or call our team directly at 563-359-3995 to learn more. Paige, Christin, and Erin are great points of contact!

This candidate must be available to work any 8-hour shift within the 7am-7pm support window, rotating shifts within the team.

This candidate will work on-site in Johnston, five days a week with the option to work from home on Friday's.

Training will be 8am to 4:30pm Monday to Friday.

Key Responsibilities:

• Customer Interaction: Respond to and resolve inquiries from customers, dealers, and company personnel concerning moderately complex problems and concerns.
• Documentation: Accurately document all interactions and issues related to the area of responsibility, ensuring detailed and precise records.
• Information Distribution: Distribute additional product, service, and policy information to customers, dealers, and other personnel as required.
• Problem-Solving: Collaborate with team members to develop common solutions to problems, maintaining required service levels.
• Information Maintenance: Ensure the accuracy and availability of customer-related information online.
• Promotion: Assist in promoting products, services, and programs through special offerings, mailings, and proactive user contact.
• Negotiation: Negotiate with customers, dealers, and company personnel to provide proper policy execution and adequate resolution.

Qualifications:

• Call Center experience
• 6+ months experience with customer service/support experience
• Efficient researching/troubleshooting skills
• Excellent written and verbal communication skills
• Speak with confidence
• Proficiency with Microsoft Office products
• Willing to work occasional overtime and holidays
• Solid work history and proven dependability
• Reliable at home internet and a distraction free workplace

Skills:

• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to document and manage information accurately
• Proficiency in using online information systems
• Negotiation skills

Candidates with the following skills and experience will stand out:

• Knowledge of agriculture, turf (mowers) and utility vehicles.
• Prior work experience in Agriculture or Technology dealer channels.
• Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline.