Job DescriptionPosition SpecificsDepartment: PartsReports to: Corporate Parts Manager Type of Employment: Full-TimeWage Type: Salary Location: Remote / HybridAt Sinclair Tractor, we pride ourselves on being the destination in Southeast Iowa for agricultural equipment, precision farming, agronomic decision support, NAPA parts and supplies. With thirteen John Deere dealerships, five NAPA parts locations and a Supply Store, we are looking for motivated and talented people to join our team.Purpose:To increase customer satisfaction and loyalty by providing support for in-bound customer calls, text messages, & emails for products and services offered through the dealership.Responsibilities include but not limited to:
- Provide effective solutions to customer needs in a timely manner via telephone, e-mail and other communication methods
- Accurately diagnose problems with precision hardware and software on products offered through the dealership and provide solutions, if applicable
- Serve as an internal resource for dealership employees to assist in providing customers with timely and accurate information
- Take responsibility to ensure customer interactions always result in an effective and timely solution
- Make outgoing calls in support of dealership department initiatives (Sales, Parts, Service, Integrated Solutions)
- Participate in ongoing training to continually develop technical knowledge and skill sets
- Meet requirements for contact center metrics (# of calls, problem resolution, etc.)
- Follow Case Management requirements (problem/resolution)
- Maintain a clean work area and perform work in a neat and orderly fashion
- Follow all safety rules and regulations in performing work assignments
- Complete all reports and forms required in conjunction with work assignments
- All other duties assigned
Experience, Education, Skills and Knowledge:
- Outstanding customer service
- Excellent verbal and written communication skills
- Excellent time management and organizational skills
- Proficient in Microsoft Office
- Proficient computer skills
- Preferred 5+ Years of Experience with Parts Advisor, JD Point, and Equip preferred
- Ag industry knowledge preferred
Working Conditions & Requirements:
- Hybrid/remote office setting
- Must be able to remain in a stationery position for extended periods of time
- Must be able to operate a computer and various office equipment
- Must be able to perceive information on phone and computer screens as well as written
- Must be able to communicate with customers verbally and electronically
- Must be able to lift a minimum of 25 pounds
- Must have access to a reliable internet connection
- Must be able to travel occasionally to Sinclair Tractor locations
This is not an all-inclusive list of job-related responsibilities, skills, or working conditions. Management reserves the right to revise the job or require different tasks be performed as assigned. Sinclair Tractor provides equal employment opportunities to applicants for employment and prohibits discrimination and harassment of any type without regard to any protected classes. This job description is not an employment contract, and the employment relationship remains at will. Sinclair Tractor will reasonably accommodate the known disabilities of qualified disabled individuals.Experience and SkillsType or Copy/Paste Requirements here