Customer Support Representative

Acro Service Corp; Johnston (IA); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

Disability

Employee Assistance Program (EAP)

401(k)

Job summary

Acro Service Corp. is seeking a Customer Support Representative II in Johnston, IA for a 24-month assignment. You will join the Enterprise Contact Center Tier I team to provide front-line technical support, information, and solutions for product inquiries, issues, and concerns while documenting each interaction.

Training and ongoing support will be provided. The role requires strong communication skills, experience in customer service, and the ability to work hours including holidays.

Qualifications

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

Responsibilities

• Provide front-line technical support, information, and solutions to customers on product inquiries, issues, and concerns to optimize satisfaction and retention.
• Technicians provide phone support and document each interaction.
• Handle calls related to turf, golf product issues, warranty registrations, extended warranties, out-of-warranty assistance, parts, publications lookups, and loyalty programs.

Skills

Interpersonal communications

Negotiation

Conflict resolution

Written & verbal communication

Microsoft Office

Consumer software familiarity

Troubleshooting

Support hours availability

Education

Bachelor's degree in Agriculture, Business, Communications, IT or related field

Job description

Job Title: Customer Support Representative II

Duration: 24 months

Location: Johnston, IA

JOB DESCRIPTION

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:

• 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.

BENEFITS:

Medical, dental, vision, life, disability, EAP, and 401(k).

The Company is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.