Technical Customer Experience Specialist

generac

City of Pewaukee (WI)

On-site

USD 42,000 - 54,000

Full time

6 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Generac is seeking a Customer Experience Technical Representative to uphold our Customer First promise. You will apply technical product knowledge to provide accurate information, answer questions and guide customers toward final resolution.

This role requires working Fridays through Tuesdays on an 8-hour shift (start between 7:00 am and 10:00 am CT). A High School diploma or GED and 1 year of customer service or technical troubleshooting are required.

Qualifications

1 year experience in a customer service role or technical troubleshooting.
Strong technical aptitude and ability to understand product information.
Excellent verbal and written communication skills.
Ability to follow policy and process in a fast-paced environment.
Willingness to work overtime as needed.

Responsibilities

Pass product and process testing after training.
Document all customer interactions in real time.
Respond to customer inquiries via email, phone, text or chat.
Maintain contact center metrics (customer satisfaction, productivity, adherence).
Assist customers with installation and issue resolution on the spot.
Troubleshoot issues and provide accurate information.
Stay current on product knowledge through training.
Escalate complex inquiries to specialized teams.
Manage Outlook inbox, calendar and tasks.