Customer Service Representative

SGS_JOB_1034

Customer Support

Iowa

Customer Service

Microsoft Office (Excel)

Communication Skills

Troubleshooting

Contract - 03 Years (Possible Extension)

The Customer Service Representative will provide front-line support by handling customer inquiries, resolving product issues, and ensuring customer satisfaction. The role requires strong communication skills, technical troubleshooting, and proficiency in Microsoft Office (Excel). • This position offers a retention bonus after 6, 12, and 18 months of employment. • This position offers pay increases based on 6, 12, and 18 months of employment. • Retention bonuses and pay increases are forfeited for those who do not complete their assignments or end assignments early (subject to review).

Job Responsibilities:

Handle customer inquiries and product-related issues via phone, email, and chat.
Provide support for product availability, compatibility, and complaints.
Assist with warranty registration and coverage details.
Offer out-of-warranty assistance and troubleshooting guidance.
Perform parts and publications lookups for customers.
Manage Loyalty Rewards programs and customer accounts.
Monday - Friday, between 7:00 AM - 6:00 PM CST.
Must be available for any 8-hour shift within this window.
Onsite work (Johnston, IA) required five days a week.
Shifts may change based on volume.
6-week initial training on an 8:00 AM - 4:30 PM shift.
Full productivity expected 3-4 months after start date.
Training includes: 2 weeks of classroom training. 2-4 weeks of on-the-job mentoring.
2 weeks of classroom training.
2-4 weeks of on-the-job mentoring.
May involve Tier 1 or Tier 2 support responsibilities.

Skills:

Strong communication, negotiation, and conflict resolution skills.
6+ months of customer service/support experience.
Proficiency in Microsoft Office (Excel, Word, Outlook).
Strong computer, research, and troubleshooting skills.
Ability to work required hours and occasional holidays.

Education/Experience:

Knowledge of agriculture, turf (mowers), and utility vehicles.
Prior experience in Agriculture or Technology dealer channels.
Associate’s or Bachelor’s degree in Business, Communications, Engineering, IT, or a related field.

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