Customer Experience Technical Representative - (Wisconsin Residents) - Bilingual

Generac Customer Experience Technical Representative

We are Generac, a leading energy technology company committed to powering a smarter world. Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries. At Generac, we don't simply wait for opportunities to come to us. Our teams consistently seek out new and innovative advances in our industry, driving our great success and company growth. We are a leader in the power generation industry that is successfully breaking ground in the Clean Energy segment. This growth equals rapid career advancement opportunities for those who want to be challenged and enjoy a fast-paced, high-performance culture. Join us, as we inspire change for a better world, positively impact our people and the community, influence and achieve positive results that support growth, and innovate the industry.

Job Summary : The Customer Experience Technical Representative is a key contributor in delivering Generac's "Customer First" promise. Being a Customer Experience Technical Representative requires understanding of technical product information to provide informed decisions and recommendations. This role is responsible for providing excellent customer care by using knowledge of company products and resources to provide accurate information, answer questions and ensure final resolution.

Role open for Wisconsin Residents Only

Essential Duties and Responsibilities

Customer satisfaction

Ability to pass product and process testing following training

Receives and documents all customer interactions in real time

Corresponds to customer interactions via email, phone, text or chat

Maintains contact center metrics including customer satisfaction, productivity and adherence

Responds to and resolves customer technical and non-technical inquiries and issues

Assists customers with installation and issue resolution in the moment

Assists customers with troubleshooting issues and offer accurate information in the moment

Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions

Maintains product knowledge through training and continuing education

Escalates more complex inquiries or complaints appropriately to specialized teams

Maintain Outlook email inbox, calendar, and tasks regularly

Flexible to work overtime hours to meet customer & business need

Data entry

Other duties assigned

Minimum Qualifications :

High School Diploma or GED

1 year experience in a customer service role or technical troubleshooting

Bilingual French or Spanish proficiency

Preferred Qualifications :

Contact Center experience with troubleshooting

Experience handling a high volume of inbound calls

ERP : Previous experience using SAP or equivalent

CRM : Previous experience using SAP or Salesforce

Office Platform : Basic use of Microsoft Office Suite including teams, outlook, calendar

Knowledge, Skills and Abilities :

Technical Aptitude : Ability to excel at technical tasks

Results Oriented : Achieves successful outcomes

Supportive : Provides encouragement to peers

Disciplined : Ability to reliably adhere to policy and process

Forward thinking : Continuous Improvement mindset

Ability to de-escalate : Conflict resolution skill set

Coachable : Open to learning and development

Responsibility : Accountability for honest and ethical conduct

Receptiveness : Open to receive information and its potential value

Empathy : The ability to express other experiences

Independent Initiative : Ability to think for themselves and act when necessary

Analytical Thinking : Ability to identify problems and solution

Communication : Excellent verbal and written communication skills

Physical Demands : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.