Customer Support Representative

Austincc; Johnston (IA); Hybrid; USD 35,000 - 55,000; Full time

Benefits offered by this job

Retention bonus after 6 months

Additional bonus after completion of assignment

Job summary

Austin Community College is looking for a Customer Support Representative to provide technical support to customers. The role is crucial in resolving product-related inquiries and ensuring customer satisfaction.

Candidate must have strong communication skills, 6+ months of customer service experience, and be able to work on-site during support hours. A Bachelor's degree in a relevant field is desired. The position offers bonuses after successful assignments.

Qualifications

• Excellent interpersonal communication and conflict resolution skills.
• 6+ months of customer service or support experience.
• Proficiency in Microsoft Office products.
• Strong research and troubleshooting skills.

Responsibilities

• Provide front-line technical support and solutions to customer inquiries.
• Document each customer interaction effectively.
• Assist with warranty registration and parts lookups.

Skills

Interpersonal communications

Negotiation

Conflict resolution

Written communication

Verbal communication

Customer service experience

Microsoft Office proficiency

Consumer software applications

Research and troubleshooting

Education

Bachelor's degree in agriculture, Business, Communications, Engineering or IT

Job description

Job Title: Customer Support Representative

Location: Johnston, IA 50131

This position offers a retention bonus at 6 months of employment and an additional bonus after successful completion of assignment. These will be $1,000 each.

Support hours fall between 7am - 6pm CST, Monday – Friday and 8 am – 12 pm CST, Saturday.

• Schedule may include occasional holidays and overtime based on the needs of the business.
• Candidate must be available to work any 8-hour shift within the 7am-6pm support window.
• Candidate will work on-site five days a week.
• Shifts are subject to change based on volumes.

SPECIAL CONSIDERATIONS

• Training and mentoring will be on the 8-4:30pm shift and last approximately 6 weeks.
• Takes approximately 3-4 months from start date to reach full productivity.
• Training will consist of 2 weeks of classroom training and an additional 2-4 weeks of on-the-job training and mentoring with an experienced technician.
• The primary responsibilities for this opening could be for Tier 1 support.

PRIMARY RESPONSIBILITIES & DUTIES

The Enterprise Contact Center Tier I team provides front-line technical support / information / solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. Technicians provide phone support while effectively documenting each interaction.

Common calls include:

• Ag, Residential and Commercial Turf, and Golf product issues/complaints
• Warranty registration, and extended warranty coverage
• Out of warranty assistance
• Parts and publications lookups
• Loyalty Rewards programs

REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE

• Skills in interpersonal communications, negotiation, and conflict resolution.
• Excellent written and verbal communication skills
• 6+ months experience with customer service/support experience.
• Proficiency with Microsoft Office products
• High comfort level and experience with consumer software applications.
• Strong computer, research and troubleshooting skills.
• Ability to work support hours and occasional holidays to support the business.

DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE

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