Call Center Agent - Dealer Parts Support

Raven Industries; United States; Remote; USD 49,000 - 66,000; Full time

Job summary

A leading company in agriculture and construction is seeking a Call Center Agent for Dealer Parts Support. This remote role involves managing part order fulfillment and ensuring high dealer satisfaction through effective communication and problem resolution. Candidates should have a high school diploma and customer service experience, with a commitment to maintaining strong partnerships and meeting KPIs.

Benefits

Medical, dental, and vision insurance

401(k) plan

Paid parental leave

Flexible work policies

Development opportunities

Qualifications

• 2+ years of customer service experience in an office setting.
• Typing speed of 35 words per minute.
• Flexible schedule with rotating shifts.

Responsibilities

• Own the customer experience by promptly answering dealer inquiries.
• Build and maintain strong partnerships with stakeholders.
• Document all communications accurately for tracking.

Skills

Customer Service

Communication

Problem Resolution

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

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Overview

CNH Industrial is a world-class equipment and services company dedicated to advancing the noble work of agriculture and construction workers. Driven by our shared purpose of Breaking New Ground, we are passionate about bringing Innovation, Sustainability, and Productivity to all that we do. As a truly global company, CNH Industrial’s 37,000+ employees form part of a diverse and inclusive workplace, focused on empowering customers to grow, and build, a better world through our core brands: Case IH, STEYR, New Holland Agriculture, CASE, and New Holland Construction.

Position: Call Center Agent - Dealer Parts Support

This role involves creating, managing, and overseeing activities related to the part order fulfillment process. The agent will support dealers by sourcing and coordinating shipments with parts depots, aiming to meet dealer needs. The position is crucial for customer service satisfaction and requires a calm, focused, and energetic individual who can maintain strong partnerships with dealers and internal teams. This role can be performed remotely anywhere in the continental United States.

Responsibilities

1. Own the customer experience by promptly answering dealer inquiries according to call quality standards.
2. Ensure high dealer satisfaction by taking ownership of inquiries and providing timely updates until resolution.
3. Prioritize customer needs while maintaining business requirements.
4. Build and maintain strong partnerships with stakeholders to resolve part availability and shipment issues, supporting company image and customer satisfaction.
5. Document all communications accurately for tracking and resolution purposes.
6. Provide support services including troubleshooting, problem resolution, and supply of products or materials to reduce vehicle downtime.
7. Strive to meet or exceed departmental KPIs for service quality.
8. Must supply own internet connectivity with a minimum of 10 Mbps unless working from a CNH Industrial facility.

Qualifications

• High School Diploma/GED
• 2+ years of customer service experience in an office setting
• Flexible schedule with rotating shifts between 7 AM and 6 PM Central Time; occasional weekends required
• Typing speed of 35 words per minute

Preferred Qualifications

• Previous call center or customer service experience
• Understanding of customer service policies and ability to learn internal systems quickly
• Strong team player and individual contributor
• Excellent organizational skills and attention to detail
• Adaptability to process changes
• Resourcefulness and ability to prioritize in a fast-paced environment
• Proficiency with Microsoft Office
• Typing speed of 50 words per minute

Benefits and Compensation

CNH Industrial offers comprehensive benefits including medical, dental, vision, disability, life insurance, 401(k), paid parental leave, flexible work policies, and development opportunities. The salary range is $49,125 to $65,500 plus bonuses, based on experience and qualifications.

Equal Opportunity Employment

CNH Industrial is an equal opportunity employer, considering candidates regardless of race, color, religion, sex, sexual orientation, gender identity, nationality, disability, or veteran status. More information on rights and accommodations is available on their website.