Customer Support Representative II - ICONMA, LLC
Johnston, IA 50131
About the Job
Our Client, an Agriculture Products company, is looking for a Customer Support Representative II for their Johnston, IA location.
Responsibilities:
Requirements:
Why Should You Apply?
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
Responsibilities:
- Provides responses and/or solutions to customer dealers and/or Company personnel inquiries concerning problems and concerns of a moderately complex level.
- 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.)
- 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.
- 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.
- General product questions, availability, compatibility
- Ag, Residential and Commercial Turf, and Golf product issues/complaints
- Warranty registration, and extended warranty coverage
- Out of warranty assistance
- Parts and publications lookups
- Loyalty Rewards programs
Requirements:
- Skills in interpersonal communications, negotiation, and conflict resolution.
- Excellent written and verbal communication skills
- 6+ months experience with customer service/support experience.
- Proficiency with Microsoft Office products
- Strong computer, research and troubleshooting skills.
- Ability to work support hours and occasional holidays to support the business.
- Knowledge of agriculture, turf (mowers) and utility vehicles.
- Prior work experience in Agriculture or Technology dealer channels.
- Associates or Bachelor's degree in Agriculture, Business, Communications, Engineering related field, IT or a similar discipline.
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
Source : ICONMA, LLC
