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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