Customer Support Representative - 2nd Shift

Woodward Inc.; Rockford (IL); On-site; USD 24,000 - 38,000; Full time

Benefits offered by this job

Bonus program

401(k) match

Annual stock contribution (5%)

Tuition reimbursement

Paid holidays

Medical/dental/vision insurance

Time off: Vacation/Sick/Disability/Ber

Parental leave

Employee Assistance Program

Life/AD&D/LTD

Job summary

Woodward Inc. is seeking staff for Level I and Level II customer support roles in the Rockford area. The positions offer competitive base pay, overtime and shift differential, and a broad benefits package including bonus opportunities, 401(k) match, stock contributions, and tuition reimbursement.

The roles require strong communication, problem solving, and teamwork, with emphasis on documenting interactions and following established procedures to resolve customer inquiries efficiently.

Qualifications

• Excellent communication and empathy to assist customers.
• Ability to document customer interactions accurately.
• Knowledge of company products and services.
• Strong time management and organizational skills.
• Proficiency with customer support software.

Responsibilities

• Respond to Customer Inquiries: Handle customer questions and issues via phone, email, customer portals, or chat following established procedures.
• Document Customer Interactions: Accurately record details of customer interactions and transactions.
• Provide Product Information: Supply customers with information about products and services based on current guidelines.
• Resolve Basic Issues: Address and resolve straightforward customer problems using predefined solutions.
• Follow up on Support Cases: Ensure timely follow up with customers to confirm resolution and satisfaction.
• Respond to Customer Inquiries: Handles customer questions and concerns through phone, email, customer portals, or chat, ensuring prompt and accurate assistance.
• Resolve Routine Issues: Diagnoses, assist in resolving, and elevate routine problems using established procedures and resources.
• Maintain Customer Records: Document all customer interactions and transactions with attention to detail.
• Collaborate with Team Members: Works with fellow support representatives and other departments to provide seamless customer service.
• Adhere to Service Standards: Follows company policies and standardized procedures to uphold high quality support and compliance.

Skills

Communication

Active Listening

Problem Resolution

Product Knowledge

Time Management

Technical Proficiency

Attention to Detail

Team Collaboration

Empathy

Adaptability

Tools

Customer support software

Job description

Woodward is committed to creating a great workplace for all team members. Our company and its members are committed to acting with integrity, being respectful and accountable to one another, and staying humble and driven, while maintaining the highest professional and ethical standards.

We are steadfastly committed to attracting the best talent across our communities creating a rewarding workplace. Together we are fulfilling our purpose to design and deliver energy control solutions our partners count on to power a clean future.

Woodward supports our members' wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Level I

Estimated annual base pay: $20.19(minimum) - $26.44(midpoint) - $32.21(maximum) Plus overtime and shift differential

Level II:

Estimated annual base pay: $23.56(minimum) - $30.77(midpoint) - $37.50(maximum) Plus overtime and shift differential

• All members included in annual cash bonus opportunity.
• 401(k) match (4.5%)
• Annual Woodward stock contribution (5%)
• Tuition reimbursement and Training/Professional Development opportunities for all members
• 12 paid holidays
• Industry leading medical, dental, and vision Insurance upon date of hire
• Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave.
• Paid parental leave.
• Adoption Assistance
• Employee Assistance Program, including mental health benefits.
• Member Life & AD&D / Long Term Disability / Member Optional Life
• Member referral bonus
• Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending
• Voluntary benefits, including:
• Home / Auto Insurance discounts
• Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave

Level I

Key Responsibilities:

• Respond to Customer Inquiries: Handle customer questions and issues via phone, email, customer portals, or chat following established procedures.
• Document Customer Interactions: Accurately record details of customer interactions and transactions.
• Provide Product Information: Supply customers with information about products and services based on current guidelines.
• Resolve Basic Issues: Address and resolve straightforward customer problems using predefined solutions.
• Follow up on Support Cases: Ensure timely follow up with customers to confirm resolution and satisfaction.

Key Skills:

• Communication: Effectively conveys information to customers through verbal and written channels.
• Active Listening: Pays close attention to customer needs and concerns to provide appropriate responses.
• Problem Resolution: Utilizes predefined procedures to resolve common customer issues efficiently.
• Product Knowledge: Demonstrates understanding of company products and services to assist customers accurately.
• Time Management: Manages work tasks efficiently to handle multiple customer inquiries within set timeframes.
• Technical Proficiency: Uses customer support software and basic computer applications proficiently.
• Attention to Detail: Ensures accuracy in data entry and information provided to customers.
• Team Collaboration: Works effectively with team members to achieve common support objectives.
• Empathy: Understands and responds to customer emotions to enhance service experience.
• Adaptability: Adjusts to new procedures and updates in a structured work environment.

Level II

Key Responsibilities:

• Respond to Customer Inquiries: Handles customer questions and concerns through phone, email, customer portals, or chat, ensuring prompt and accurate assistance.
• Resolve Routine Issues: Diagnoses, assist in resolving, and elevate routine problems using established procedures and resources.
• Maintain Customer Records: Document all customer interactions and transactions with attention to detail.
• Collaborate with Team Members: Works with fellow support representatives and other departments to provide seamless customer service.
• Adhere to Service Standards: Follows company policies and standardized procedures to uphold high quality support and compliance.

Key Skills:

• Communication: Effectively exchanges clear and concise information with customers and team members.
• Problem Solving: Identifies and resolves common customer issues using established procedures.
• Time Management: Efficiently manages individual workload to meet service level agreements.
• Customer Service: Provides exceptional support to ensure high levels of customer satisfaction.
• Technical Proficiency: Utilizes customer support software and tools proficiently.
• Team Collaboration: Works cohesively within the team and coordinates with other related teams.
• Decision Making: Makes informed decisions based on standard guidelines with minimal supervision.
• Attention to Detail: Maintains accuracy in handling customer information and documentation.
• Procedural Compliance: Adheres to standardized procedures and practices consistently.
• Conflict Resolution: Manages and resolves straightforward customer disputes effectively.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee).

Woodward is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, protected veteran status, or any other category protected under federal, state, or local laws.