Customer Support Representative

VIVA USA Inc; Johnston (IA); On-site; USD 25,000 - 33,000; Full time

Job summary

VIVA USA Inc. seeks a Customer Support Representative II to provide front-line technical support and information to customers, documenting each interaction and resolving product-related inquiries.

This on-site role covers Turf, Ag, residential and commercial segments, including warranty registrations and part lookups, with occasional overtime as needed. Applicants should have 6+ months in customer service, strong communication and troubleshooting skills, and proficiency with Microsoft Office.

Qualifications

• 6+ months experience in customer service/support.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office applications.
• Strong computer, research and troubleshooting abilities.
• Ability to work 7am–6pm CST, some holidays; on-site five days a week.

Responsibilities

• Provide front-line technical support and information to customers.
• Document each interaction accurately.
• Handle inquiries related to product issues, warranty and parts.
• Support customers across Turf, Ag, Residential/Commercial lines.
• Maintain schedule within 7am–6pm CST with potential overtime.

Skills

Interpersonal communication

Verbal communication

Written communication

Customer service experience

Microsoft Office

Troubleshooting

Shift flexibility

Education

Bachelor's degree or related field

Job description

Customer Support Representative II

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

• General product questions, availability, compatibility
• 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.

Notes

• 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.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status