Customer Support Representative

E-Commerce Customer Support Representative II

This position offers a retention bonus after 6, 12, and 24 months of employment, as well as pay increases based on 6, 12, and 24 months. Finding your ideal job can feel overwhelming, but KellyOCG is here to make it easier. We're seeking an E-Commerce Customer Support Representative II to provide exceptional service to USA/Canada/Australia customers and dealers.

Position Overview:

This role is responsible for managing inbound and outbound customer interactions regarding part orders and purchases, documenting cases, and providing thorough follow-ups and resolutions.

Key Responsibilities:

• Take inbound calls and occasional emails from customers and dealers regarding part orders or products available for purchase
• Make outbound calls to customers and dealers for research, investigation, and follow-up.
• Document every interaction effectively in the internal case management system.
• Handle approximately 1520 calls per day.

Shift & Training Details:

• Contact Center hours: 7:00 AM 6:00 PM CST, MondayFriday
• Candidate must be available to work any 8-hour shift within support window.
• Training and mentoring will occur on the 8:00 AM4:30 PM shift and last approximately 6 weeks.
• Full productivity is typically reached after 34 months.
• Limited travel to nearby Des Moines Works for a factory tour and Jensen Farms twice a year (ride along with a full-time employee).

Requirements:

• Knowledge of agriculture, turf (mowers), and utility vehicles
• Prior work experience in Agriculture or Technology dealer channels preferred
• Bachelor's degree in Agriculture, Business, Engineering, IT or similar discipline preferred
• Call center experience and at least 6+ months of customer service/support experience
• Efficient researching/troubleshooting skills
• Excellent written and verbal communication; confident speaking
• Proficiency with Microsoft Office products
• Willingness to work occasional overtime and holidays
• Solid work history and proven dependability
• Reliable at home internet and a distraction-free workplace

Additional Information:

• Interviews will include behavioral-based questions; candidates should be prepared to share specific examples.
• Candidate works on-site five days a week; remote work on Fridays available.
• Limited travel may be required (with ride-along).
• Visa sponsorship is not available.