Customer Experience Technical Representative

Generac Power Systems Inc; City of Pewaukee (WI); Hybrid; USD 38,000 - 54,000; Full time

Job summary

Generac Power Systems Inc. is seeking a Customer Experience Technical Representative to deliver the company’s customer-first promise. The role requires understanding technical product information to provide informed decisions and accurate information to customers.

Work is remote with training on-site in Wisconsin for 4-6 weeks. Shifts run Thursday through Monday, eight hours per shift, start times between 7:00am and 10:00am CT.

Qualifications

• Experience in customer service and technical troubleshooting.
• Strong written and verbal communication skills.
• Ability to learn and apply product information quickly.

Responsibilities

• Log and document customer interactions in real time.
• Respond to inquiries via email, phone, text, or chat.
• Maintain customer satisfaction metrics and adherence to process.
• Assist customers with installation issues and troubleshooting on the fly.
• Escalate complex cases to specialized teams when needed.

Skills

Customer service

Technical troubleshooting

Communication

Product knowledge

Education

High School Diploma or GED

Tools

Outlook

Job description

We believe power is a promise - a shared commitment to be there for others when it matters most.For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.Ready to Power a Smarter World with us?The Customer Experience Technical Representative is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Technical Representative requires understanding of technical product information to provide informed decisions and recommendations. This role is responsible for providing excellent customer care by using knowledge of company products and resources to provide accurate information, answer questions and ensure final resolution.We are looking for people who will be able to work from Thursdays to Mondays consistently. Each shift is 8 hours long and will start between 7:00am CT - 10:00am CT depending on the schedule.This role is Remote but must sit in Wisconsin to do training on-site for 4-6 weeks. The training schedule is Monday-Friday First shift.ResponsibilitiesAbility to pass product and process testing following trainingReceives and documents all customer interactions in real timeCorresponds to customer interactions via email, phone, text or chatMaintains contact center metrics including customer satisfaction, productivity and adherenceResponds to and resolves customer technical and non-technical inquiries and issuesAssists customers with installation and issue resolution in the momentAssists customers with troubleshooting issues and offer accurate information in the momentSeeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotionsMaintains product knowledge through training and continuing educationEscalates more complex inquiries or complaints appropriately to specialized teamsMaintain Outlook email inbox, calendar, and tasks regularlyMinimum Job RequirementsEducation High School Diploma or GEDCertification / LicenseWork Experience1 year experience in a customer service role or technical troubleshootingCommunication: Excellent verbal and written communication skillsWhile performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”