Customer Support Representative

Job Description

Job Description

Job Title: Customer Support Representative

Industry: Heavy Machine Manufacturing

Location: Johnston, IA 50131

Shift:
• Core Hours: 8:00 AM – 4:30 PM CST
• Must be available to work within 7:00 AM – 6:00 PM
• Weekend hours required on a rotating schedule
• Occasional holiday support required

Duration: 24 Months (Possible Extension)

Work & Training:
• Option to work from home Friday to Sunday after training completion
• 2–3 weeks of classroom training (Monday–Friday, 8:00 AM – 4:30 PM)
• Additional on-the-job training and mentoring with team members

Key Responsibilities:
• Provide front-line support to customers, dealers, and channel partners regarding products and services.
• Respond to customer inquiries through social media, email, and website channels.
• Resolve customer issues, complaints, and escalations while ensuring high customer satisfaction.
• Process customer orders and coordinate with internal teams for fulfillment.
• Maintain detailed customer records and interaction history in CRM systems.
• Conduct customer interviews to understand needs and gather detailed requirements.
• Build and maintain positive customer relationships.
• Review and approve outbound social media content for accuracy and quality.
• Monitor designated social media channels and respond to support requests.
• Follow company policies, procedures, and compliance requirements.

Social Media Support:
• Support customers through Facebook, X (Twitter), Instagram, YouTube, TikTok, and other digital platforms.
• Monitor social media conversations and respond professionally to inquiries.
• Assist with brand engagement and customer retention initiatives.
• Document all customer interactions accurately.

Common Customer Inquiries:
• Product information and compatibility questions.
• Product issues and complaints.
• Parts and publications requests.
• Customer experience inquiries.
• Loyalty rewards programs.
• Agriculture, turf, golf, and utility vehicle product support.

Required Skills:
• Minimum 6 months of customer service or customer support experience.
• Strong written communication skills.
• Excellent interpersonal, negotiation, and conflict-resolution abilities.
• Experience using social media platforms professionally or personally.
• Strong computer, troubleshooting, and software application skills.
• Ability to multitask across multiple communication channels.
• Ability to work weekends and occasional holidays.

Preferred Skills:
• Experience using social media for business purposes.
• Knowledge of agriculture, turf equipment, mowers, golf equipment, or utility vehicles.
• Experience with dealer support or technology-related customer service.
• CRM system experience.
• Bachelor's degree in Agriculture, Business, Communications, Marketing, or related field.

Benefits & Incentives:
• Retention bonus opportunities at 6, 12, and 24 months.
• Pay increases at 6, 12, and 24 months based on employment milestones.

Experience:
• 6+ months of customer service, technical support, social media support, or contact center experience required.
• Experience in agriculture, equipment, manufacturing, retail support, or technology environments is a plus.

#ZR

As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.

Company Description

As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.