Customer Experience Technical Representative - Weekend Core

Generac Power Systems; Madison (WI); Remote; USD 38,000 - 52,000; Full time

Job summary

Generac Power Systems is seeking a Customer Experience Technical Representative to deliver the 'Customer First' promise. This full-time weekend role (Friday to Monday, 10 hours per shift) is remote but must sit in Wisconsin, with training Mon-Fri first shift.

You will handle customer interactions via email, phone, text or chat, document in real time, troubleshoot, assist with installation, and escalate complex issues to specialists.

Qualifications

• 1 year experience in a customer service role or technical troubleshooting.
• High School Diploma or GED.
• Contact Center experience with troubleshooting.
• Experience handling a high volume of inbound calls.

Responsibilities

• Receives and documents all customer interactions in real time
• Corresponds to customer interactions via email, phone, text or chat
• Maintains contact center metrics including customer satisfaction, productivity and adherence
• Responds to and resolves customer technical and non-technical inquiries and issues
• Assists customers with installation and issue resolution in the moment
• Assists customers with troubleshooting issues and offer accurate information in the moment
• Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions
• Maintains product knowledge through training and continuing education
• Escalates more complex inquiries or complaints appropriately to specialized teams
• Maintain Outlook email inbox, calendar, and tasks regularly
• Other duties as assigned and the following:
• Flexible to work overtime hours to meet customer & business need
• Data entry

Skills

Customer service

Technical troubleshooting

Communication skills

Data entry

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 training

• Receives and documents all customer interactions in real time
• Corresponds to customer interactions via email, phone, text or chat
• Maintains contact center metrics including customer satisfaction, productivity and adherence
• Responds to and resolves customer technical and non-technical inquiries and issues
• Assists customers with installation and issue resolution in the moment
• Assists customers with troubleshooting issues and offer accurate information in the moment
• Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions
• Maintains product knowledge through training and continuing education
• Escalates more complex inquiries or complaints appropriately to specialized teams
• Maintain Outlook email inbox, calendar, and tasks regularly
• Other duties as assigned and the following:
• Flexible to work overtime hours to meet customer & business need
• Data entry

Minimum Job RequirementsEducationHigh School Diploma or GEDWork Experience1 year experience in a customer service role or technical troubleshooting

Preferred Job RequirementsWork ExperienceContact Center experience with troubleshootingExperience handling a high volume of inbound calls

Physical 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.”