Customer Support Representative

Job Description

Job Title: Customer Support Representative II

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Duration: 24 months

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Location: Johnston, IA

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JOB DESCRIPTION

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PRIMARY RESPONSIBILITIES & DUTIES:

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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.

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Common calls include:

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· General product questions, availability, compatibility

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· Residential and Commercial Turf, and Golf product issues/complaints

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· Warranty registration, and extended warranty coverage

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· Out of warranty assistance

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· Parts and publications lookups

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· Loyalty Rewards programs

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REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:

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· Skills in interpersonal communications, negotiation, and conflict resolution.

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· Excellent written and verbal communication skills

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· 6+ months experience with customer service/support experience.

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· Proficiency with Microsoft Office products

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· High comfort level and experience with consumer software applications.

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· Strong computer, research and troubleshooting skills.

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· Ability to work support hours and occasional holidays to support the business.

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DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:

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· Knowledge of agriculture, turf (mowers) and utility vehicles.

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· Prior work experience in Agriculture or Technology dealer channels.

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· Bachelor's degree in Agriculture, Business, Communications, Engineering related field, IT or a similar discipline.

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BENEFITS:

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Medical, dental, vision, life, disability, EAP, and 401(k).

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The Company is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.