Customer Support Representative

Job Description

Job Title: Customer Support Representative

\n

Duration: 24 months

\n

Location: Johnston, IA

\n

\n

JOB DESCRIPTION

\n

\n

PRIMARY RESPONSIBILITIES & DUTIES:

\n

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.

\n

\n

Common calls include:

\n

· General product questions, availability, compatibility

\n

· Residential and Commercial Turf, and Golf product issues/complaints

\n

· Warranty registration, and extended warranty coverage

\n

· Out of warranty assistance

\n

· Parts and publications lookups

\n

· Loyalty Rewards programs

\n

\n

REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:

\n

· Skills in interpersonal communications, negotiation, and conflict resolution.

\n

· Excellent written and verbal communication skills

\n

· 6+ months experience with customer service/support experience.

\n

· Proficiency with Microsoft Office products

\n

· High comfort level and experience with consumer software applications.

\n

· Strong computer, research and troubleshooting skills.

\n

· Ability to work support hours and occasional holidays to support the business.

\n

\n

DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:

\n

· Knowledge of agriculture, turf (mowers) and utility vehicles.

\n

· Prior work experience in Agriculture or Technology dealer channels.

\n

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

\n

\n

BENEFITS:

\n

Medical, dental, vision, life, disability, EAP, and 401(k).

\n

\n

The Company is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.