Customer Support Representative I

Visa sponsorship is not available now or in the near future for this position.

Prescreen questionnaire is required with candidate submittal. Candidates without this will be rejected. This can be attached to the candidate submittal or appended to the resume.

Please note: Currently this position is strictly a contingent position and we do not have expectations to transition this position into a fulltime employment role. Contingents are eligible to seek full time employment within Client and can monitor for positions through the Client careers page.


This 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.


SPECIAL CONSIDERATIONS: Support hours fall between the hours of 7am 6pm Monday Friday. Some Saturdays may be required.
Candidate must be available to work any 8hr shift within the 7am6pm support window.
Please note rotations occur monthly.
Onsite work schedule.
Limited travel to nearby Des Moines Works for a factory tour and to nearby Jensen Farms approximately twice a year. Will ride along with a Client fulltime employee or be provided group transportation.

Training is approximately 2 weeks in length:
Week 1 is onsite at JDF (Johnston) focused on exposure to resources and company introduction
Week 2 is hybrid focused on Tier 1 training support and mentoring with senior reps
Weeks 3 & 4 will consist of mentoring with senior reps
Following week 4 agent will begin taking calls and emails
Takes approximately 34 months from start date to reach full productivity

Onboarding Attendance Policy:
Contingent employees within their training period (about 57 weeks of employment) are not eligible to take any time off. Unexcused absences and/or tardiness during training and mentoring days could result in immediate termination. To determine if an absence is excused work with your direct supervisor.


PRIMARY RESPONSIBILITIES & DUTIES:
The Enterprise Contact Center team provides frontline 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.
Approximately 1015 calls/day
Nearly all outbound calls are escalations from Tier I


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


IDEAL CANDIDATES SHOULD HAVE:
Call Center experience
6 months experience with customer service / support experience.
Efficient researching / troubleshooting skills
High comfort level and experience with consumer software applications.
Skills in interpersonal communications negotiation and conflict resolution.
Excellent written communication skills
Speak with confidence
Proficiency with Microsoft Office products
Solid work history and proven dependability


Candidates with the following skills and experience will stand out:
Knowledge of agriculture turf (mowers) and utility vehicles.
Prior work experience in Agriculture or Technology dealer channels.
Bachelors degree in Agriculture Business Engineering related field IT or a similar discipline.


Interviews will include behavioral based questioning
Candidate will be asked to share specific examples