Position Details
Customer Support Representative Ii Apply
Overview:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment.
Job Title: Customer Support Representative II
Location: Johnston, IA 50131
Duration: 36 Months
Job Type: Contract
Work Type: Onsite
Visa sponsorship is not available, now or in the near future, for this position.
Job 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 Client 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.
Position Requirements:
- Support the Client e-Commerce Contact Center
- Take inbound calls from Client's Region 4 customers and dealers regarding part orders or other items available for purchase
- Occasional outbound calls to customers and dealers to research/investigate and follow up with our findings
- Document every interaction effectively in our internal case management system
- Approximately 15-20 calls/day
Ideal candidates should have:
- 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.
- Call Center experience
- 6+ months experience with customer service / support experience
- Efficient researching / troubleshooting skills
- Excellent written and verbal communication skills
- Speak with confidence
- Proficiency with Microsoft Office products
- Willing to work occasional overtime and holidays
- Solid work history and proven dependability
- Reliable at home internet and a distraction free workplace
TekWissen Group is an equal opportunity employer supporting workforce diversity.
