Customer Experience Technical Representative - Weekend Core

Primary Purpose

The Customer Experience Technical Representative is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Technical Representative requires understanding of technical product information to provide informed decisions and recommendations. This role is responsible for providing excellent customer care by using knowledge of company products and resources to provide accurate information, answer questions and ensure final resolution.

We are looking for people who will be able to work from Fridays to Mondays consistently. Each shift is 10 hours long and will start between 7:00am CT - 9:00am CT depending on the schedule.

• Ability to pass product and process testing following training
• Receives and documents all customer interactions in real time
• Corresponds to customer interactions via email, phone, text or chat
• Maintains contact center metrics including customer satisfaction, productivity and adherence
• Responds to and resolves customer technical and non-technical inquiries and issues
• Assists customers with installation and issue resolution in the moment
• Assists customers with troubleshooting issues and offer accurate information in the moment
• Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions
• Maintains product knowledge through training and continuing education
• Escalates more complex inquiries or complaints appropriately to specialized teams
• Maintain Outlook email inbox, calendar, and tasks regularly
• Other duties as assigned and the following:
• Flexible to work overtime hours to meet customer & business need
• Data entry

High School Diploma or GED

1 year experience in a customer service role or technical troubleshooting

• Technical Aptitude:
  Ability to excel at technical tasks
• Results Oriented:
  Achieves successful outcomes
• Supportive:
  Provides encouragement to peers
• Disciplined:
  Ability to reliably adhere to policy and process
• Forward thinking:
  Continuous Improvement mindset
• Ability to de-escalate:
  Conflict resolution skill set
• Coachable:
  Open to learning and development
• Responsibility:
  Accountability for honest and ethical conduct
• Receptiveness:
  Open to receive information and its potential value
• Empathy:
  The ability to express other experiences
• Independent Initiative:
  Ability to think for themselves and act when necessary
• Analytical Thinking:
  Ability to identify problems and solution
• Communication:
  Excellent verbal and written communication skills

• Contact Center experience with troubleshooting
• Experience handling a high volume of inbound calls
• ERP:
  Previous experience using SAP or equivalent
• CRM:
  Previous experience using SAP or Salesforce
• Office Platform:
  Basic use of Microsoft Office Suite including teams, outlook, calendar
• Bilingual Spanish

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.

Occasional travel.