Customer Service Representative

Job Responsibilities:

• Handle customer inquiries and product-related issues via phone, email, and chat.
• Provide support for product availability, compatibility, and complaints.
• Assist with warranty registration and coverage details.
• Offer out-of-warranty assistance and troubleshooting guidance.
• Perform parts and publications lookups for customers.
• Manage Loyalty Rewards programs and customer accounts.
• Monday - Friday, between 7:00 AM - 6:00 PM CST.
• Must be available for any 8-hour shift within this window.
• Onsite work (Johnston, IA) required five days a week.
• Shifts may change based on volume.
• 6-week initial training on an 8:00 AM - 4:30 PM shift.
• Full productivity expected 3-4 months after start date.
• Training includes: 2 weeks of classroom training. 2-4 weeks of on-the-job mentoring.
• 2 weeks of classroom training.
• 2-4 weeks of on-the-job mentoring.
• May involve Tier 1 or Tier 2 support responsibilities.

Skills:

• Strong communication, negotiation, and conflict resolution skills.
• 6+ months of customer service/support experience.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Strong computer, research, and troubleshooting skills.
• Ability to work required hours and occasional holidays.

Education/Experience:

• Knowledge of agriculture, turf (mowers), and utility vehicles.
• Prior experience in Agriculture or Technology dealer channels.
• Associate’s or Bachelor’s degree in Business, Communications, Engineering, IT, or a related field.