Customer Service Representative III

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.

Position: Customer Service Representative III

Location: Johnston LO 50131

Duration: 12 Months

Job Type: Contract

Work Type: Onsite

Job Description:

• Provides customers & channel partners with information in response to the most complex situations;

• references multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff;

• assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff.

Duties:

• Researches, analyzes, and responds to customer & channel inquiries of a complex nature. and assists less experienced staff with complex customer issues.

• Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals.

• Contacts customers to resolve outstanding customer service issues.

• Assists supervisors in the continuous improvement of the customer service delivery process.

• Conducts customer service training for entry level staff.

• Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution.

What to expect:

• As a Service Representative, you will handle inbound calls from customers and channel partners (dealers, merchants, and sponsors) to achieve service level as well as researching and resolving inquiries by phone and written correspondence on a variety of finance products. In this position,

you will also:

• Document customer and channel interactions and enter descriptive information online in order to provide history and track issue resolution

• Resolve or make business decisions on escalated and complex questions while referencing multiple screens and/or documents

• Troubleshoot and assist customers on JDF websites and systems

• Track trends and identify streamlined processes for customer, channel and product concerns and inform/provide feedback to appropriate departments or units

Specific Position Requirements:

• Candidate must meet the following requirements:

• Customer service experience with strong negotiation, communication, and listening skills

• Experience in a Call Center and/or in the financial industry is ideal but not required.

• Ability to remain seated for long periods of time to perform telephone work in a high-volume call center environment

• Ability to adjust to shifting priorities and continuous changes in a work environment.

• Ability to manage multiple tasks in a fast-paced environment

• A conducive, private in-home workspace is required to protect company and customer information

• Stable, high-speed internet is required

TekWissen Group is an equal opportunity/affirmative action Employer (m/f/d/v) supporting workforce diversity.