Customer Support Representative I at Three Point Solutions Inc

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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