Customer Support Representative I

Job Title: Customer Support Representative I 39295 John Deere

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 personnel.
• Develops common solutions to problems with team members to maintain required service levels.
• Maintains the accuracy and availability of customer related information online.
• Assists in the promotion of products/services/programs through special program offerings special mailings and proactive user contact.
• Negotiates with customers dealers and company personnel to provide the proper policy execution and adequate resolution.

Shift:

• 1st shift

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.

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 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.

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