Customer Experience Technical Representative

DR Power LLP; City of Pewaukee (WI); On-site; USD 42,000 - 58,000; Full time

Job summary

Generac in Pewaukee, Wisconsin, is seeking a Customer Experience Technical Representative to deliver a best-in-class customer experience by offering technical and non-technical support. You will serve as the main point of contact, guiding customers through issues and ensuring timely resolution.

Key duties include handling inquiries via phone, email, chat, and other channels; troubleshooting technical/product concerns; providing accurate information and recommendations; and documenting

Responsibilities

• Serve as a primary point of contact for customers via phone, email, chat, and other channels
• Troubleshoot and resolve customer issues, including technical and product-related concerns
• Provide accurate product information, guidance, and recommendations
• Document customer interactions and maintain case records in real time
• Assist customers with installation, operation, and issue resolution
• Utilize internal tools and resources to research and respond to customer inquiries
• Escalate complex or unresolved issues to appropriate internal teams
• Maintain performance metrics, including productivity, quality, and customer satisfaction standards

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 responsible for delivering a best-in-class customer experience by providing technical and non-technical support to customers. This role serves as a primary point of contact, leveraging product knowledge and troubleshooting skills to resolve inquiries, guide customers through issues, and ensure timely and accurate resolution.

Key Responsibilities

• Serve as a primary point of contact for customers via phone, email, chat, and other channels
• Troubleshoot and resolve customer issues, including technical and product-related concerns
• Provide accurate product information, guidance, and recommendations
• Document customer interactions and maintain case records in real time
• Assist customers with installation, operation, and issue resolution
• Utilize internal tools and resources to research and respond to customer inquiries
• Escalate complex or unresolved issues to appropriate internal teams
• Maintain performance metrics, including productivity, quality, and customer satisfaction standards

"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."

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? As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.