Customer Support Representative I at Three Point Solutions Inc
Johnston, IA
About the Job
Job Title: Customer Support Representative I
Client: Heavy Machine 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 regarding 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, dealer, and/or Company personnel inquiries concerning moderately complex problems and concerns.
- Effectively documents interactions and issues related to the area of responsibility.
- Distributes additional product/service/policy information to customers, dealers, and Client personnel.
- Develops common solutions with team members to maintain required service levels.
- Maintains accuracy and availability of customer-related information online.
- Assists in promoting Client products/services/programs through special program offerings, mailings, and proactive user contact.
- Negotiates with customers, dealers, and Company personnel to provide proper policy execution and resolution.
Position Title: Customer Support Representative II
Specific Position Requirements: Customer Support Representative II - Enterprise Contact Center
Primary Responsibilities & Duties:
- Provide front-line technical support via telephone, email, and chat for product-related inquiries to optimize customer satisfaction.
- Address product availability, compatibility, warranty registration, out-of-warranty assistance, and parts lookups.
- Handle customer complaints regarding Agricultural, Residential, Commercial Turf, and Golf products.
Support Hours:
- Between 7 am - 6 pm CST, Monday - Friday.
- Must be available to work any 8-hour shift within the support window.
- On-site, five days a week.
Special Considerations:
- Training on the 8 am-4:30 pm shift for approximately 6 weeks.
- Takes 3-4 months to reach full productivity.
- Could be for Tier 1 or Tier 2 support.
Required Skills, Knowledge, and Relevant Work Experience:
- Interpersonal communication, negotiation, and conflict resolution skills.
- Excellent written and verbal communication.
- 6+ months of customer service/support experience.
- Proficiency in Microsoft Office.
- Strong research and troubleshooting skills.
- Ability to work support hours and occasional holidays.
Desired Skills, Knowledge, and Relevant Work Experience:
- Knowledge of agriculture, turf, and utility vehicles.
- Experience in Agriculture or Technology dealer channels.
- Associate's or Bachelor's degree in a related field such as Agriculture, Business, Communications, Engineering, IT.
Interviews:
- Will include behavioral-based questioning with specific examples.
Visa Sponsorship:
- Not available now or in the near future.
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