Rep Service II

Customer Relations

Start: ASAP End: TBD
** Must complete a typing test with a score of 45 WPM or higher and be comfortable on the phones. Interview Process:
Will consist of a phone interview, an in-person interview, and a 1-hour job shadow with a customer relations representative.

Hours:

Variable. Primarily between 9:30AM and 6:00PM but must be flexible. Hours can vary but will discuss more in interview.

Location:

This position will be a remote position to start--meaning you can work from home but will be required to come into the office at our Racine location to be trained. Please note that the current remote nature of this position is subject to change based on business needs.

Responsibilities include:

The Customer Relations Agent ensures seamless facilitation between our customers, dealers, and field team to provide accurate information and resolve problematic issues. Agents also ensure a competitive advantage by answering inquiries and maintaining relationships with those customers and end-users of CNH Industrial agricultural and construction equipment. The position requires, but is not limited to:

• Conversing with customers and dealers on a daily basis, using written and verbal methods to address and resolve inquiries regarding CNH and its products,
• Problem solving in an efficient manner, working with internal personnel to come to resolutions while maintaining an empathetic perspective when speaking to our customers.
• Suggest additional and/or alternate products or services; along with pricing, availability, etc.
• Interaction with not only customers, but dealers, our field representatives, and internal personnel to convey pertinent status updates and any other necessary information.
• Engage intercompany contacts to assist with complex issues and customer complaints.
• Ensure that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively through proper conflict resolution.
• Must possess the ability to work autonomously in a fast-paced environment, multi-task, and have the ability to easily adapt to change.

Required Qualifications Associate's degree in Business Management or related discipline; 2+ years experience in a customer service or data entry related role may be considered in lieu of degree Ability to type 45 WPM Ability to work between the hours of 9:30AM and 6:00PM Monday through Friday with schedule flexibiity

The preferred candidate will have experience with the following:
Bachelor's degree in Business Management or related discipline 5+ years data entry, customer service, or call center experience Experience with agriculture or construction products; alternative experience will be considered in the automotive, heavy equipment, or off-road vehicle markets. Excellent written and verbal communication skills including proper phone etiquette Possess strong interpersonal, facilitation, problem solving, and team building skills Ability to type 50+ WPM Experience working in a CRM system Proficiency in Windows based operating systems Proficiency across the Microsoft Office Professional software suite