Customer Experience Technical Representative - Weekend Front

Generac Power Systems; City of Pewaukee (WI); Remote; USD 42,000 - 55,000; Full time

Job summary

Generac Power Systems is seeking a Customer Experience Technical Representative to ensure a true “Customer First” experience. You will provide accurate information, answer questions, and resolve issues across multiple channels to support homeowners and businesses.

The role is remote with a Wisconsin on-site training period of 4–6 weeks. Shifts run Thursday through Monday, eight hours per day, with start times between 7:00 am and 10:00 am CT.

Qualifications

• High School Diploma or GED required.
• 1 year experience in a customer service role or technical troubleshooting.
• Excellent verbal and written communication skills.
• Ability to work remote with on-site training in Wisconsin for 4–6 weeks.
• Willingness to work 8‑hour shifts from Thursday to Monday (start times between 7:00am and 10:00am CT).

Responsibilities

• Pass product and process testing after training.
• Document all customer interactions in real time.
• Communicate via email, phone, text, or chat.
• Maintain contact center metrics (customer satisfaction, productivity, adherence).
• Respond to and resolve customer technical and non-technical inquiries and issues.
• Assist customers with installation and issue resolution.
• Troubleshoot issues and provide accurate information on the spot.
• Stay current on products, services, and promotions.

Skills

Customer service

Technical troubleshooting

Communication skills

Multi-channel support

Education

High School Diploma or GED

Tools

Outlook

Job description

Remote

Pewaukee, WI - USA

Jefferson, WI - USA

Full time

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.

Responsibilities

• Ability 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

Minimum Job Requirements

Education

High School Diploma or GED

Work Experience

1 year experience in a customer service role or technical troubleshooting

Communication: Excellent verbal and written communication skills

While 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.”

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.