Customer Experience Technical Representative - Weekend Core

Primary Purpose

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

• Pass product and process testing following training.
• Receive and document all customer interactions in real time.
• Correspond to customer interactions via email, phone, text or chat.
• Maintain contact center metrics including customer satisfaction, productivity and adherence.
• Respond to and resolve customer technical and non‑technical inquiries and issues.
• Assist customers with installation and issue resolution in the moment.
• Assist customers with troubleshooting issues and offer accurate information in the moment.
• Seek out answers to customer questions utilizing product material and tools available, remaining current on products, services and promotions.
• Maintain product knowledge through training and continuing education.
• Escalate more complex inquiries or complaints appropriately to specialized teams.
• Maintain Outlook email inbox, calendar, and tasks regularly.
• Flexible to work overtime hours to meet customer and business needs.
• Perform data entry.
• Additional duties as assigned.

Work from Fridays to Mondays consistently. Each shift is 10 hours long and will start between 7:00am CT and 9:00am CT depending on the schedule.

• Education:
  
  High School Diploma or GED.
• Work Experience:
  
  1 year in a customer service role or technical troubleshooting.
• Knowledge / Skills / Abilities:
  Technical aptitude, results‑oriented, supportive, disciplined, forward‑thinking, conflict resolution skill set, coachable, responsible, receptive, empathetic, independent initiative, analytical thinking, communication.

• 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 and Calendar.
• Bilingual Spanish.

Performing the duties of this job requires regularly talking, hearing, and using hands to manipulate objects or controls. The employee may be required to stand, walk, stoop, bend, or reach above the shoulders, and lift up to 25 pounds occasionally. Typical conditions include frequent and continuous computer‑based work, 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.