Customer Support Representative II

Robert Half is hiring a Customer Support Representative to join John Deere's Social Media Care Team on-site in Johnston, Iowa! The candidate will be frontline technical support in providing information and solutions to channel partners, customers, and company personnel on product related inquiries. These products may include parts, whole goods, or product related services. As part of the Social Media Care Team, the candidate will provide support through multiple channels, i.e., Social Media, email, or website, while documenting each interaction. This position will have an emphasis on social media support and will be involved in monitoring designated social media channels, responding to support requests, and reviewing and approving outbound content for quality and accuracy.

This on-site position is second shift with some weekend hours. The candidate must be able to work an 8 hour shift within the hours of 12pm to 10pm. The 8 hour shift will fluctuate based on volumes and business need.

Responsibilities:

Provide responses and solutions to customers, dealers, and company personnel inquiries

Document customer, dealer, and company personnel interactions and issues

Distribute additional product, service, or policy information to customers, dealers, and company personnel

Develop common solutions to problems with team members to maintain required service levels

Maintain accuracy and availability of customer related information online

Assist in the promotion of John Deere products, services, and programs through special program offerings, special mailings, and pro-active user contact

Negotiate with customers, dealers, and company personnel to provide proper policy execution and adequate resolution

Common inquiries and questions include:

General product questions, availability, compatibility

Agriculture, Residential and Commercial Turf, and Golf product issues or complaints

Parts and publications lookups

Loyalty Rewards programs

John Deere Experience

Required Skills and Work Experience:

Skills in interpersonal communications, negotiation, and conflict resolution.

Effective written communication skills.

6+ months experience with customer service / support experience.

Well-versed with consumer software applications.

Experience with multiple forms of Social Media (Facebook, Twitter, Instagram, YouTube, TikTok)

Strong computer and troubleshooting skills.

Ability to work off-shift hours and occasional holidays to support the business

What makes you stand out?!

Prior work history with using Social Media for business purposes

Prior work experience in Agriculture or Technology dealer channels

Knowledge of agriculture, turf (mowers) and utility vehicles

Bachelor's degree in Agriculture, Business, Communications, Marketing, IT or a similar discipline.