Customer Support Representative

Job Title: Customer Support Representative

Location: Johnston, IA 50131

Assignment Length: 12 months + (Possible Extension)

Position Type: Contract/ Contingent

**This position offers a retention bonus at 6 months of employment and an additional bonus after successful completion of assignment. These will be $1,000 each.**

Support hours fall between 7am - 6pm CST, Monday – Friday and 8 am – 12 pm CST, Saturday.

· Schedule may include occasional holidays and overtime based on the needs of the business.

· 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 8-4:30pm 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 Tier 1 support.

PRIMARY RESPONSIBILITIES & DUTIES:

The Enterprise Contact Center Tier I 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 phone support while effectively documenting each interaction.

Common calls 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

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

· High comfort level and experience with consumer software applications.

· 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.

· Bachelor’s degree in agriculture, Business, Communications, Engineering related field, IT or a similar discipline.