Customer Experience Technical Representative - Weekend Core

Generac Power Systems Inc.; City of Pewaukee (WI); Remote; USD 22,000 - 32,000; Full time

Job summary

Generac Power Systems Inc. is seeking a Customer Experience Technical Representative to deliver the company’s “Customer First” promise. This role requires technical product knowledge and strong communication to provide accurate information, answer questions and resolve issues for customers.

The position is full-time with a weekend shift (Friday to Monday, 10 hours each) and remote work within Wisconsin. Training runs Monday-Friday; weekend support may require overtime to meet customer and

Qualifications

• 1 year of experience in a customer service role or technical troubleshooting.
• Contact Center experience with troubleshooting is preferred.
• Ability to work a weekend shift and manage multiple tasks in a fast-paced environment.

Responsibilities

• Receive and document all customer interactions in real time via email, phone, text or chat.
• Provide accurate information and assist with installation and issue resolution.
• Troubleshoot issues and escalate complex inquiries to specialized teams when needed.
• Maintain product knowledge through ongoing training and education.
• Keep Outlook inbox, calendar, and tasks organized and up to date.
• Meet customer service metrics related to satisfaction, productivity and adherence.

Skills

Customer service

Technical troubleshooting

Communication

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.This is a full time weekend shift role working Friday to Monday. Each shift is 10 hours long and will start between 7:00am CT - 9:00am CT depending on the schedule. This role is Remote but must sit in Wisconsin.The training schedule is Monday-Friday First shift.Major 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 regularlyOther duties as assigned and the following:Flexible to work overtime hours to meet customer & business needData entryMinimum Job RequirementsEducation High School Diploma or GEDWork Experience 1 year experience in a customer service role or technical troubleshootingPreferred Job RequirementsWork Experience Contact Center experience with troubleshootingExperience handling a high volume of inbound callsPhysical Requirements and Working ConditionsWhile 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.”