Job Title: Customer Service RepresentativeLocation: Johnston, IADuration: 3 yearsThis position offers a retention bonus after 6, 12, and 18 months of employment.This position offers pay increases based on 6, 12, and 24 months of employment.Retention bonuses and pay increases are forfeited for those who do not complete their assignments or end assignments early. Subject to review.Primary responsibilities & duties: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.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
- Candidate must be available to work any 8-hour shift within the 7am-6pm support window.
- Candidate will work on-site (John Deere Financial - Johnston, IA) five days a week
- Shifts are subject to change based on volumes.
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 experience with customer service/support experience.
- Proficiency with Client 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.