Customer Support Representative II - Customer Support

Customer Support Representative

Location:

Johnston, IA

Schedule:

100% Onsite

Pay Rate: $18.78/hour

Retention Bonus: $1,000 after 3 months; $1,000 after successful completion of assignment

• Support hours:
  Monday–Friday, 7am–6pm CST;
  Saturday, 8am–12pm CST
• Must be available for any 8-hour shift within support window
• Occasional holidays and overtime may be required
• Shifts may change based on business needs

• Strictly contingent; not expected to transition to full-time employment
• Eligible to apply for full-time roles via company careers page
• Assignment will not be extended beyond the current end date

• Provide front-line technical support, information, and solutions to customers regarding product inquiries, issues, and concerns
• Deliver phone support and document each interaction effectively
• Address common calls such as:
  • General product questions, availability, compatibility
  • Product issues/complaints (Ag, Residential, Commercial Turf, Golf)
  • Warranty registration and extended coverage
  • Out-of-warranty assistance
  • Parts and publications lookups
  • Loyalty rewards programs

• Strong interpersonal communication, negotiation, and conflict resolution skills
• Excellent written and verbal communication
• Minimum 6 months customer service/support experience
• Proficiency with Microsoft Office products
• High comfort level with consumer software applications
• Strong computer, research, and troubleshooting skills
• Ability to work support hours and occasional holidays as needed

• Knowledge of agriculture, turf equipment (mowers), and utility vehicles
• Prior experience in agriculture or technology dealer channels
• Bachelor’s degree in Agriculture, Business, Communications, Engineering, IT, or related discipline

• Training & mentoring: 8am–4:30pm shift, approximately 6 weeks
• Training includes 2 weeks classroom, 2–4 weeks on-the-job with experienced technician
• Full productivity typically reached in 3–4 months
• Primary responsibilities are Tier 1 support

• $1,000 after 3 months of employment
• Additional $1,000 after successful completion of assignment