Customer Support Representative II Customer Support

Description : Position Title

Customer Support Representative II

Please note : Currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within client and can monitor for positions through the client careers page.

• This position will not be extended beyond the current end date. To help with recruitment the managers have agreed to offer a retention bonus at 3 months of employment and an additional bonus after successful completion of assignment. These will be $1000 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 (Client Financial - Johnston IA) 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 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.

Bachelors degree in Agriculture Business Communications Engineering related field IT or a similar discipline.

Interviews will include behavioral based questioning

Candidate will be asked to share specific examples. I would stress that we are looking for specific situations actions taken by the individual and the results.

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

Key Skills

Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Employment Type : Full Time

Experience : years

Vacancy : 1