Customer Support Representative II

Job Title: Customer Support Representative II
Location: Johnston, IA 50131
Duration: 3years Contract (Possible Extension)

Note: It’s a contingent position and not fulltime.

Job Description:
Specific Position Requirements
Onsite, second shift position.

Please note currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within client and can monitor positions through the client careers page.

Special considerations:
Must be able to work second shift with weekend hours. New-hire training will take place M-F, 8am-4:30pm and will consist of 2-3 weeks in the classroom, and an additional few weeks of on the job training & mentoring with an experienced technician.
After training, candidate must be able to work an 8hr shift within the hours of 12 pm to 10 pm. The exact 8hr shift will fluctuate based on volumes and business need.
After training is complete, candidate will be assigned a weekend shift (either Saturday or Sunday) on a monthly rotating schedule.

Primary responsibilities & duties:

• The Social Media Care team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention.
• Agents provide support via multiple channels (Social Media, email, and website) while effectively 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/approving outbound content for quality and accuracy.

Common questions include:

• General product questions, availability, compatibility
• Ag, Residential and Commercial Turf, and Golf product issues/complaints
• Parts and publications lookups
• Loyalty Rewards programs
• client Experience

Required skills, knowledge, and relevant work experience:

• Skills in interpersonal communications, negotiation, and conflict resolution.
• Effective written communication skills.
• 6+ months experience with customer service / support experience.
• High comfort level and experience 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

Desired skills, knowledge, and relevant work experience:

• 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.

Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.)

Duties:
Provides responses and/or solutions to customer, dealers, and/or Company personnel inquiries concerning problems and concerns of a moderately complex level. Effectively documents customer, dealer, and/or company personnel interactions and issues relating to area of responsibility. Distributes additional product/service/policy information to customers, dealers, and client personnel. Develops common solutions to problems with team members to maintain required service levels. Maintains the accuracy and availability of customer related information on-line. Assists in the promotion of clients products/services/programs through special program offerings, special mailings, and pro-active user contact. Negotiates with customers, dealers and company personnel to provide the proper policy execution and adequate resolution.

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