Customer Support Representative II - Customer Support

Major Purpose
Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.) Mettova Employees - This is not your complete job description. Please contact your manager to get your complete job description.


Major Duties
• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.


Skills, Abilities, Knowledge
• Leverages Digital Communications with Customers
• Masters Service Conversations
• Navigates Customer Challenges
• Strengthens Customer Connections
• Customer-Focused Approach
• Builds Customer Loyalty
• Service Into Sales
• In-Depth Questioning
• Initiates Compelling Sales Conversations
• Builds Rapport
• Knows the Buying Influences
• Manages Buyer Indifference
• Understands Issues/Motivations


Education
• Post-Secondary Non-Tertiary Education


Work Experience
• Very limited (0 to 3 months)
• Experienced practitioner able to work unsupervised (13 months to 3 years)


Position Title: Customer Support Representative II


Specific Position Requirements: **Manager's Max bill rate is ***/hr. We now have pay expectations for this team. All workers must be paid ***/hour (nothing higher)**


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 *** and can monitor for positions through the *** 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 6 months of employment and an additional bonus after successful completion of assignment. These will be *** 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 (*** Financial - Johnston, IA) five days a week
• Shifts are subject to change based on volumes.


SPECIAL CONSIDERATIONS:
• Training and mentoring will be on the 8-4:30pm 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.


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.


This is the same position/manager as JP43271 so only new candidates will be considered.


EEO:


"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."