Customer Experience Pro: Tier 2 Support & Mentoring (Onsite)

John Deere; Johnston (IA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Healthcare benefits

401K and defined contribution

Adoption assistance

Employee Assistance Programs

Tuition assistance

Fitness subsidies and on-site gyms

Job summary

John Deere is seeking a Customer Service Representative to join the Product Support Contact Center in Johnston, Iowa. This onsite role handles high-volume Tier 2 escalations, using phone, email, chat, and social channels to support customers and document interactions in the case management system.

Ideal candidates have 1+ years in customer service within agriculture/turf industries, strong communication, and multitasking abilities. Onsite role with occasional holidays and peak-season coverage.

Qualifications

• 1+ years of customer service experience in agriculture, turf, or golf industry products.
• 1+ years of customer service/similar field experience.
• Strong interpersonal, negotiation, and conflict-resolution skills.
• Ability to multitask across tasks/projects.

Responsibilities

• Work in a high-volume Tier 2 contact center, handling escalations from Tier 1.
• Use phone, email, chat, and social channels to support John Deere customers.
• Document interactions in the case management system.
• Mentor less experienced agents and handle escalated issues.
• Support Tier 1 and calls during peak seasons and high volume periods.
• Work off-shift hours and occasional holidays.

Skills

Customer service experience

Interpersonal communications

Negotiation

Conflict resolution

Education

Bachelor's degree in Agriculture/Business/Engineering/IT

Job description

John Deere is seeking a Customer Service Representative to join the Product Support Contact Center in Johnston, Iowa. This onsite role handles high-volume Tier 2 escalations, using phone, email, chat, and social channels to support customers and document interactions in the case management system.

Ideal candidates have 1+ years in customer service within agriculture/turf industries, strong communication, and multitasking abilities. Onsite role with occasional holidays and peak-season coverage.