Customer Support Representative

Job Title:
Customer Support Representative

Location:
Johnston, IA 50131

This position offers a retention bonus at 6 months of employment and an additional bonus after successful completion of assignment. These will be $1,000 each.

Support hours fall between 7am - 6pm CST, Monday – Friday and 8 am – 12 pm CST, Saturday.

• Schedule may include occasional holidays and overtime based on the needs of the business.
• Candidate must be available to work any 8-hour shift within the 7am-6pm support window.
• Candidate will work on-site five days a week.
• Shifts are subject to change based on volumes.

• Training and mentoring will be on the 8-4:30pm shift and last approximately 6 weeks.
• Takes approximately 3-4 months from start date to reach full productivity.
• Training will consist of 2 weeks of classroom training and an additional 2-4 weeks of on-the-job training and mentoring with an experienced technician.
• The primary responsibilities for this opening could be for Tier 1 support.

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.

• Ag, Residential and Commercial Turf, and Golf product issues/complaints
• Warranty registration, and extended warranty coverage
• Out of warranty assistance
• Parts and publications lookups
• Loyalty Rewards programs

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

• Knowledge of agriculture, turf (mowers) and utility vehicles.
• Prior work experience in Agriculture or Technology dealer channels.
• Bachelor’s degree in agriculture, Business, Communications, Engineering related field, IT or a similar discipline.