Customer Support Representative

Kelly; Johnston (RI); Hybrid; USD 2,480,000 - 3,031,000; Part time

Job summary

John Deere Financial is seeking a customer-focused professional to support the e-Commerce Contact Center. You will handle inbound calls from Region 4 customers and dealers about part orders or items on Shop.Deere.com, with occasional outbound research to resolve issues.

Role is on-site in Johnston, IA five days a week, with an option to work from home on Fridays. Training runs for six weeks on an 8:00–4:30 shift, with full productivity expected after 3–4 months.

Qualifications

• Call center experience required.
• 6 months customer service experience required.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office products.
• Willing to work overtime and holidays.
• Reliable home internet and distraction-free workspace.

Responsibilities

• Support the John Deere e-Commerce Contact Center.
• Take inbound calls from Region 4 customers and dealers about part orders or items on Shop.Deere.com.
• Occasional outbound calls to research and follow up with findings.
• Document interactions in the internal case management system.
• Approximately 15–20 calls per day.

Skills

Call Center

Customer service

Researching

Communication

Microsoft Office

Education

Bachelor’s degree in Agriculture, Business, Engineering related field, IT or a similar discipline

Tools

Internal case management system

Job description

Description

Visa sponsorship is not available, now or in the near future, for this position.

Assignment Length: 36 Months

Shift Information

Contact Center is open from 7am – 7pm CST, Monday – Friday

Four shifts available that rotate within the 12 hour operation:

• 7:00am – 3:30pm
• 8:00am – 4:30pm
• 9:00am – 5:30pm
• 10:30am – 7:00pm

Candidate must be available to work any 8-hour shift within the 7am-7pm support window.

Candidate will work on-site (John Deere Financial – Johnston, IA) five days a week with the option to work from home on Friday’s

Please note: Currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within John Deere and can monitor for positions through the John Deere careers page.

What you’ll be doing

Support the John Deere e-Commerce Contact Center

• Take inbound calls from John Deere’s Region 4 (USA/Canada/Australia) customers and dealers regarding part orders or other items available for purchase on Shop.Deere.com
• Occasional outbound calls to customers and dealers to research/investigate and follow up with our findings
• Document every interaction effectively in our internal case management system
• Approximately 15-20 calls/day

SPECIAL CONSIDERATIONS:

• Training and mentoring will be on the 8-4:30am shift and last approximately 6 weeks.
• Takes approximately 3-4 months from start date to reach full productivity.
• Limited travel to nearby Des Moines Works for a factory tour and to nearby Jensen Farms approximately twice a year. Will ride along with a Deere full-time employee.

You’d be a good fit if you have

• Call Center experience
• 6 months experience with customer service / support experience
• Efficient researching / troubleshooting skills
• Excellent written and verbal communication skills
• Speak with confidence
• Proficiency with Microsoft Office products
• Willing to work occasional overtime and holidays
• Solid work history and proven dependability
• Reliable at home internet and a distraction free workplace

Candidates with the following skills and experience will stand out

• Knowledge of agriculture, turf (mowers) and utility vehicles.
• Prior work experience in Agriculture or Technology dealer channels.
• Bachelor’s degree in Agriculture, Business, Engineering related field, IT or a similar discipline.

Special Note

This position offers a retention bonus after 6, 12, and 18 months of employment.

This position offers pay increases based on 6, 12, and 18 months of employment.

Retention bonuses and pay increases are forfeited for those who do not complete their assignments or end assignments early. Subject to review.