Customer Support Representative

Job Description

Job Description

Job Title: Customer Support Representative

Client: Heavy Machine Manufacturing Company

Duration: 24 Months (Possible Extension)

Location: Johnston, IA 50131

Shift: Flexible 8-hour shift between 11:00 AM – 10:30 PM CST (Monday–Friday) with rotating weekend (Saturday or Sunday) schedule after training

Description:

• Provide frontline customer support through Social Media, email, and website channels.
• Respond to product inquiries, technical issues, parts lookups, and customer complaints.
• Monitor and manage designated Social Media platforms while reviewing outbound content for quality and accuracy.
• Document customer interactions and maintain accurate CRM records.
• Handle complex customer issues, escalations, and special orders.
• Build customer relationships and deliver exceptional service to improve customer satisfaction and loyalty.
• Troubleshoot product issues and provide timely resolutions.
• Collaborate with internal teams to resolve customer concerns.
• Participate in training, mentoring, and continuous professional development.
• Support Loyalty Rewards programs and answer questions related to agricultural, turf, and utility equipment.

Required Skills:

• Customer Service & Technical Support
• Social Media Support (Facebook, X/Twitter, Instagram, YouTube, TikTok)
• CRM Documentation
• Strong Written Communication
• Troubleshooting & Problem Solving
• Conflict Resolution
• Computer Proficiency
• Customer Relationship Management

Preferred Skills:

• Business Social Media Experience
• Agriculture or Technology Industry Experience
• Knowledge of Turf, Agricultural & Utility Equipment
• Bachelor's Degree in Business, Agriculture, Communications, or Marketing

Experience:

• Minimum 6+ months of customer service or customer support experience.
• Experience using multiple social media platforms for customer interactions preferred.

Additional Information:

• On-site in Johnston, IA (Monday–Thursday) with work-from-home option Friday through Sunday after training.
• Paid training includes 2–3 weeks classroom training followed by on-the-job mentoring .
• Retention bonuses and pay increases available after 6, 12, and 24 months of employment.
• Must be available for occasional holidays and rotating weekend shifts.

#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.