Customer Experience Technical Representative - Weekend Back

We believe power is a promise - a shared commitment to be there for others when it matters most.

For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.

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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 Tuesdays consistently. Each shift is 8 hours long and will start between 7:00am CT - 10:00am CT depending on the schedule.

Major Responsibilities 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

Minimum

Job Requirements Education High  School Diploma or GEDWork Experience1 year experience in a customer service role or technical troubleshooting

Knowledge / Skills / Abilities 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

Preferred

Job Requirements Work Experience Contact Center experience with troubleshooting

Experience handling a high volume of inbound callsERP:
Previous experience using SAP or equivalentCRM:
Pervious experience using SAP or Salesforce Office Platform:
Basic use of Microsoft Office Suite including teams, outlook, calendar

Bilingual Spanish

Physical Requirements and Working Conditions 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.“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
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