Job description

Job title : Customer service representative I

Client : Medical device Manufacturing Company

Duration : 3 years

Location : Johnston, IA 50131

Description:

• 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. (Note that products may include parts whole goods or product related services.)

Duties:

• Provides responses and/or solutions to customer dealers and/or Company personnel inquiries concerning problems and concerns of a moderately complex level.
• Effectively documents customer dealer and/or company personnel interactions and issues relating to area of responsibility.
• Distributes additional product/service/policy information to customers dealers and Deere personnel. Develops common solutions to problems with team members to maintain required service levels. Maintains the accuracy and availability of customer related information on-line.
• Assists in the promotion of Client products/services/programs through special program offerings special mailings and pro-active user contact.
• Negotiates with customers dealers and company personnel to provide the proper policy execution and adequate resolution.

Specific Position Requirements:

• Previous contact center experience is preferred
• Manager is open to recent grads
• Currently working a hybrid schedule - 2 days onsite, 3 days WFH

SPECIAL CONSIDERATIONS:

• Support hours fall between the hours of 7am – 6pm, Monday - Friday.
• Candidate must be available to work any 8hr shift within the 7am-6pm support window.
• ** Please note, rotations occur monthly. Training will consist of 2 weeks classroom training, and an additional 2-4 weeks of on-the-job training & mentoring with an experienced technician.

Primary Responsibilities & Duties:

• The Enterprise Contact Center team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention.
• Technicians provide support via multiple channels (telephone, email, and chat) while effectively documenting each interaction.
• Common calls & emails include: General product questions, availability, compatibility, Residential and Commercial, & golf product issues/complaints, Warranty registration, and extended warranty coverage, Out of warranty assistance, Parts & publications lookups, Loyalty Rewards programs

Required Skills, Knowledge, & Relevant Work Experience:

• Skills in interpersonal communications, negotiation, and conflict resolution. 6+ months experience with customer service / support experience.
• High comfort level and experience with consumer software applications.
• Strong computer and troubleshooting skills.
• Ability to work support hours and occasional holidays to support the business.

Desired Skills, Knowledge, & Relevant Work Experience:

• Knowledge of agriculture, turf (mowers) and utility vehicles.
• Prior work experience in Agriculture or Technology dealer channels.
• Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline

Job Types: Full-time, Contract

Salary: $18.00 - $19.00 per hour

Schedule:

• Day shift
• Weekend availability

Work Location: One location

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