Customer Support Representative II - CRM, Product Support & Customer Relations

Customer Support Representative

Required

Education:

• Associate's degree Preferred Education
• Bachelor's degree in agriculture, Business, Engineering related field, IT or a similar discipline

Requirements:
• Skills in interpersonal communications, negotiation, and conflict resolution
• Experience with customer service / support
• High comfort level and experience with consumer software applications
• Strong computer and troubleshooting skills
• Ability to work off-shift hours and occasional holidays to support the business
• Experience with data management

Skills, Abilities, Knowledge

• Leverages Digital Communications with Customers
• Masters Service Conversations
• Navigates Customer Challenges
• Strengthens Customer Connections
• Customer-Focused Approach
• Builds Customer Loyalty
• Service Into Sales
• In-Depth Questioning
• Initiates Compelling Sales Conversations
• Builds Rapport
• Knows the Buying Influences
• Manages Buyer Indifference
• Understands Issues/Motivations

Overview (Customer Support Representative) Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention

Responsibilities

• Provide advanced product/service information and respond to complex customer questions about the product/service
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required
• Make calls (by telephone or in person) to allocated customers to develop new relationships
• Act as a first point of contact for resolving customer queries and complaints
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities
• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements
• Provide exceptional service to customers to encourage continued use of the organization's products/services
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards
• Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

** Only those lawfully authorized to work in the designated country associated with the position will be considered.**

** Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**