Customer Support Representative

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.


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