Customer Support Representative II - Customer Support

Title
:
Customer Support Representative

Location
:
Johnston, Iowa

Details
:
Contract with ongoing need, opportunity for direct hire, fully onsite role

Pay Rate
: $19.00/hr.

Provides frontline support to customers, channel partners, and internal personnel by delivering accurate product and service information and resolving moderately complex inquiries. Focuses on optimizing customer satisfaction, strengthening relationships, and supporting retention through effective communication, issue resolution, and CRM documentation.

• Provide advanced product and service information while responding to complex customer inquiries
• Record and process custom or special orders, coordinating with internal teams to ensure timely delivery
• Address and resolve escalated customer issues promptly, including obtaining approvals when necessary
• Serve as the first point of contact for customer questions and complaints, ensuring professional resolution
• Proactively contact assigned customers to build relationships and identify opportunities for engagement
• Maintain accurate records of customer interactions, scheduling follow-ups and documenting details in CRM systems
• Conduct structured customer interviews to gather detailed requirements and clarify needs
• Deliver high-quality customer service to encourage continued use of products and services
• Follow organizational policies, procedures, and regulatory requirements, ensuring compliance in all interactions
• Participate in training and development activities to enhance product knowledge, technical understanding, and industry best practices

• Post-secondary non-tertiary education required
• 0–3 months of experience preferred for entry-level candidates
• Up to 1–3 years of relevant experience acceptable for more advanced practitioners working independently

• Customer-focused approach with strong service orientation
• Ability to navigate and resolve complex customer challenges
• Strong verbal and written communication skills, including digital communication
• Relationship-building and rapport development with customers
• Ability to manage customer objections and buyer indifference
• Effective questioning and active listening skills to uncover customer needs
• Ability to transition service interactions into sales opportunities
• Understanding of customer motivations and buying influences
• Proficiency in CRM systems and maintaining accurate customer records
• Strong problem-solving and decision-making abilities