Customer Support Specialist I​/II - Toro

Customer Service Specialist

Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of a school/employment or any other visa, regardless of expiration date, now or in the future.

The Toro Company is a homegrown, Minnesota-based company that has been in business since 1914. We pride ourselves on providing world-class equipment to help maintain the environment that we love, while putting an emphasis on giving back to the communities that surround us. From residential lawns and gardens, to venues such as St Andrews Links and Target Field, we are a company with a global footprint and a passion for helping people beautify whatever landscape they may be in.

With 100 years of operation under our belt and a healthy tenure, come find out what makes The Toro Company the best place in the Twin Cities to build a career.

• Receive and respond to customer and distributor inquiries by phone, email, chat, and case-management channels.
• Provide level 1 support for assigned Commercial digital, smart connected, autonomous, and software-enabled products, including product operation, account access, subscriptions, and general troubleshooting.
• Listen actively and gather complete information from users with varied technical backgrounds; translate the issue into clear, actionable case documentation.
• Use approved diagnostic resources, support procedures, product documentation, and knowledge tools to identify solutions and explain next steps in customer-friendly language.
• Manage and update customer, site, product, subscription, and account information accurately and with appropriate attention to detail.
• Assist with subscription verification and related administrative activities for Commercial digital products.
• Create, update, and maintain support cases; document troubleshooting performed, customer communications, ownership, status, and resolution.
• Escalate unresolved or higher-complexity issues to Commercial Technical Assistance Center or other designated partners using established escalation paths.
• Coordinate customer and distributor follow-up through resolution and help ensure handoffs are complete, timely, and clearly communicated.
• Support workflow management and quality assurance activities, including review of completed work, open cases, aging items, and documentation quality.
• Assist in the review of customer service materials, standard work, knowledge articles, communication templates, and support tools.
• Identify recurring concerns, product feedback, process gaps, and improvement opportunities; share relevant voice-of-customer information with appropriate partners.
• Develop and maintain subject matter expertise in assigned products, systems, and processes through self-study, hands-on learning, coaching, and formal training.
• Participate in team meetings, training, cross-functional projects, product launches, and customer or distributor support activities as assigned.
• Maintain professionalism and composure when handling difficult, sensitive, or time-critical customer situations.
• Ability to travel for training, voice of customer visits and situations where on-site interaction is necessary.
• Perform other duties as assigned.

Education and Experience

• At least 1-3 years experience in a phone, customer support environment (Customer Support Specialist I); 3+ years of experience in customer service, customer support, technical support, account administration, or a related environment preferred (Customer Support Specialist II).
• Bachelor's degree or an equivalent combination of education and relevant experience preferred.
• Experience supporting customers through phone, email, chat, or case-management systems preferred.
• Experience with digital…