Tier 2 Agriculture & Turf Support Specialist

ISU Research Park; Johnston (IA); Hybrid; USD 38,000 - 46,000; Full time

Job summary

John Deere’s Product Support Contact Center in Johnston, Iowa seeks a Customer Service Representative to handle Tier 2 customer escalations and support existing and potential Deere customers across phone, email, chat and social channels.

You will document interactions in the case management system, mentor junior agents, and assist Tier 1 during peak seasons while occasionally working off-shift hours. Visa sponsorship is not available.

Qualifications

• 1 or more years of prior work experience and/or Knowledge of agriculture, residential turf & golf industry products and customers
• 1 or more years of experience with customer service / support experience in a similar field
• Skills in interpersonal communications, negotiation, and conflict resolution
• Ability to work on multiple tasks/projects simultaneously

Responsibilities

• Work in a high-volume Tier 2 contact center environment, supporting customer escalations from a Tier 1 support team
• Utilize various channels including phone, email, chat, and social media to support existing and potential John Deere customers
• Effectively document each interaction in the internal case management system
• Mentor less experienced agents and handle escalated support issues
• Support Tier 1 agents and/or customer calls during peak seasons & high-volume periods
• Work off-shift hours and occasional holidays

Skills

Agriculture knowledge

Customer service experience

Interpersonal communications

Multitasking

Education

Bachelor's degree in Agriculture, Business, Engineering, IT or similar

Job description

John Deere’s Product Support Contact Center in Johnston, Iowa seeks a Customer Service Representative to handle Tier 2 customer escalations and support existing and potential Deere customers across phone, email, chat and social channels.

You will document interactions in the case management system, mentor junior agents, and assist Tier 1 during peak seasons while occasionally working off-shift hours. Visa sponsorship is not available.