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Job Title: Customer Support Representative I
Client: Heavy Machine Manufacturing Company
Duration: 3 Years
Location: Johnston, IA 50131
Shift: 1st Shift Support hours fall between 7am – 6pm CST, Monday Friday
Description:
Provides information/solutions as frontline support to channel partners/customers/Company personnel on product-related inquiries on moderately complex policy 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 moderately complex issues.
- Effectively documents customer, dealer, and/or company personnel interactions.
- Distributes additional product/service/policy information to customers, dealers, and Client personnel.
- Develops common solutions to problems with team members to maintain required service levels.
- Maintains accuracy and availability of customer-related information on-line.
- Assists in promoting Client products/services/programs through special program offerings, special mailings, and proactive user contact.
- Negotiates with customers, dealers, and company personnel to provide proper policy execution and adequate resolution.
Position Title:
Customer Support Representative I
Specific Position Requirements:
Customer Support Representative II – Enterprise Contact Center
Primary Responsibilities & Duties:
The Enterprise Contact Center team provides front-line technical support, information, and 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 and emails include:
- 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
- Support hours fall between 7am – 6pm CST, Monday – Friday.
Special Considerations:
- Training and mentoring will be on the 8-4:30am shift and last approximately 6 weeks.
- Takes approximately 3-4 months from start date to reach full productivity.
- Training will consist of 2 weeks of classroom training and an additional 2-4 weeks of on-the-job training and mentoring with an experienced technician.
- The primary responsibilities for this opening could be for either Tier 1 or Tier 2 support.
Required Skills, Knowledge, and Relevant Work Experience:
- Skills in interpersonal communications, negotiation, and conflict resolution.
- Excellent written and verbal communication skills.
- 6+ months of 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.
Desired Skills, Knowledge, and Relevant Work Experience:
- 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.
Interviews will include behavioral-based questioning
- Candidate will be asked to share specific examples. We are looking for specific situations, actions taken by the individual, and the results.
Visa sponsorship is not available, now or in the near future, for this position.
#ZR
Company Description
As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.
Company Description
As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.
Job Title: Customer Support Representative I
Client: Heavy Machine Manufacturing Company
Duration: 3 Years
Location: Johnston, IA 50131
Shift: 1st Shift Support hours fall between 7am – 6pm CST, Monday Friday
Description:
Provides information/solutions as frontline support to channel partners/customers/Company personnel on product-related inquiries on moderately complex policy 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 moderately complex issues.
- Effectively documents customer, dealer, and/or company personnel interactions.
- Distributes additional product/service/policy information to customers, dealers, and Client personnel.
- Develops common solutions to problems with team members to maintain required service levels.
- Maintains accuracy and availability of customer-related information on-line.
- Assists in promoting Client products/services/programs through special program offerings, special mailings, and proactive user contact.
- Negotiates with customers, dealers, and company personnel to provide proper policy execution and adequate resolution.
Position Title:
Customer Support Representative I
Specific Position Requirements:
Customer Support Representative II – Enterprise Contact Center
Primary Responsibilities & Duties:
The Enterprise Contact Center team provides front-line technical support, information, and 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 and emails include:
- 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
- Support hours fall between 7am – 6pm CST, Monday – Friday.
Special Considerations:
- Training and mentoring will be on the 8-4:30am shift and last approximately 6 weeks.
- Takes approximately 3-4 months from start date to reach full productivity.
- Training will consist of 2 weeks of classroom training and an additional 2-4 weeks of on-the-job training and mentoring with an experienced technician.
- The primary responsibilities for this opening could be for either Tier 1 or Tier 2 support.
Required Skills, Knowledge, and Relevant Work Experience:
- Skills in interpersonal communications, negotiation, and conflict resolution.
- Excellent written and verbal communication skills.
- 6+ months of 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.
Desired Skills, Knowledge, and Relevant Work Experience:
- 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.
Interviews will include behavioral-based questioning
- Candidate will be asked to share specific examples. We are looking for specific situations, actions taken by the individual, and the results.
Visa sponsorship is not available, now or in the near future, for this position.
#ZR
Company Description
As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.
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