Customer Support Representative II (Call Center / Tier 1 Technical Support)

Job Description

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• Job Title: Customer Support Representative II (Call Center / Tier 1 Technical Support)
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• Job Location: Johnston, IA 50131 (100% Onsite)
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• Pay: $18.00/hr. - $19.50/hr. on W2
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• Duration: 24-month contract (with possible extension)
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• Shift: Mon–Fri | Any 8-hour shift between 7:00 AM–6:00 PM CST | Saturday: 8:00 AM–12:00 PM CST (as needed) | Occasional OT/Holidays.
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Job Summary:

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.

Common calls include:

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• General product questions, availability, compatibility
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• Ag, 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 (Must Have):

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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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Retention Bonus: Offered after 6, 12, and 24 months of employment.

Pay Increases: Offered based on 6, 12, and 24 months of employment.

Important Note: Retention bonuses and pay increases are subject to review and may be forfeited if the candidate does not complete the assignment or ends it early.