Customer Support Representative I

Description : Position Title

Position Title

Customer Support RepresentativeI

Visa sponsorship is not available now or in the nearfuture for this position.

Prescreenquestionnaire is required with candidate submittal. Candidateswithout this will be rejected. This can be attached to thecandidate submittal or appended to the resume.

Please note : Currently this position is strictly acontingent position and we do not have expectations to transitionthis position into a fulltime employment role.

Contingents areeligible to seek full time employment within Client and can monitorfor positions through the Client careers page.

This position offers a retention bonusafter 6 12 and 18 months of employment.

This positionoffers pay increases based on 6 12 and 24 months ofemployment.

SPECIALCONSIDERATIONS : Support hours fall between the hours of 7am 6pmMonday Friday. Some Saturdays may be required.

Candidatemust be available to work any 8hr shift within the 7am6pm supportwindow.

Please note rotations occur monthly.

Onsite work schedule.

Limited travel to nearby DesMoines Works for a factory tour and to nearby Jensen Farmsapproximately twice a year. Will ride along with a Client fulltimeemployee or be provided group transportation.

Training is approximately 2 weeks in length :

Week 1 is onsite at JDF (Johnston) focused on exposure to resourcesand company introduction

Week 2 is hybrid focused onTier 1 training support and mentoring with senior reps

Weeks 3 & 4 will consist of mentoring with seniorreps

Following week 4 agent will begin taking calls andemails

Takes approximately 34 months from start date toreach full productivity

OnboardingAttendance Policy :

Contingent employees within theirtraining period (about 57 weeks of employment) are not eligible totake any time off. Unexcused absences and / or tardiness duringtraining and mentoring days could result in immediate termination.

To determine if an absence is excused work with your directsupervisor.

PRIMARYRESPONSIBILITIES & DUTIES :

The Enterprise ContactCenter team provides frontline technical support / information / solutions to customers on product related inquiries issues andconcerns to optimize customer satisfaction and retention.

Technicians provide support via multiple channels (telephone emailand chat) while effectively documenting eachinteraction.

Approximately 1015 calls / day

Nearly all outbound calls are escalations from Tier I

Common calls and emails include :

General product questions availability compatibility

AgResidential and Commercial Turf and Golf productissues / complaints

Warranty registration and extendedwarranty coverage

Out of warranty assistance

Parts and publications lookups

Loyalty Rewardsprograms

IDEAL CANDIDATES SHOULDHAVE :

Call Center experience

6 monthsexperience with customer service / support experience.

Efficient researching / troubleshooting skills

Highcomfort level and experience with consumer softwareapplications.

Skills in interpersonal communicationsnegotiation and conflict resolution.

Excellent writtencommunication skills

Speak with confidence

Proficiency with Microsoft Office products

Solid workhistory and proven dependability

Candidates with the following skills and experience will standout :

Knowledge of agriculture turf (mowers) and utilityvehicles.

Prior work experience in Agriculture orTechnology dealer channels.

Bachelors degree inAgriculture Business Engineering related field IT or a similardiscipline.

Interviews willinclude behavioral based questioning

Candidate will beasked to share specific examples