Job Description

Join Cerebral Staffing LLC as a full-time technical CUSTOMER SUPPORT REP onsite at John Deere in Johnston, IA. Ideal candidates will have degrees in Business or Agriculture. Some call center experience in an Ag environment is a plus, but not required.

HOURS: Support hours fall between the hours of 7am – 6pm, Monday - Friday. Candidate must be available to work any 8hr shift within the 7am-6pm support window. Please note, rotations occur twice a year. Training will consist of 2 weeks classroom training, and an additional 2-4 weeks of on the job training & mentoring with an experienced technician.

HOURLY RATE OF PAY: $18.25 per hour plus paid OT

LOCATION: Urbandale, IA

BENEFITS: 401K, paid life insurance, optional health/vision/dental

QUALIFICATIONS:

• Prefer a degree in Ag, Business, or IT for these roles
• Excellent technology skills
• Prior call center experience is a huge plus
• Ability to be flexible with hours as shifts change

PRIMARY RESPONSIBILTIES & DUTIES:

The ISG activation support team provides support to John Deere dealers by sending & receiving alphanumeric codes to activate/transfer/warrant products for GPS enabled farming equipment. They also support inquiries regarding product activations, issues, and concerns to optimize customer satisfaction and retention. Technicians provide support via multiple channels (telephone, email, and chat) while effectively documenting each interaction within the CCMS system. Technicians also create and maintain support tools/solutions available online. Additional duties will be added as workload permits.

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 Deere 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 John Deere 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.