Job Description
JOB POSTING: (JDJP00034476) (JOHN DEERE)
JOB TITLE: CUSTOMER SUPPORT REPRESENTATIVE
LOCATION: JOHNSTON, IOWA, 50131
CONTRACT: 36 MONTHS
CURRENTLY WORKING A HYBRID SCHEDULE - 2 DAYS ONSITE, 3 DAYS WFH
DESCRIPTION:
REQUIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:
- Skills in interpersonal communications, negotiation, and conflict resolution.
- 6+ months experience with customer service / support experience.
- High comfort level and experience with consumer software applications.
- Strong computer and troubleshooting skills.
- Ability to work support hours and occasional holidays to support the business.
DESIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:
- Knowledge of agriculture, turf (mowers) and utility vehicles.
- Prior work experience in Agriculture or Technology dealer channels.
- Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline.
PRIMARY RESPONSIBILITIES & DUTIES:
- The Enterprise Contact Center team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention.
- Technicians provide support via multiple channels (telephone, email, and chat) while effectively documenting each interaction.
- Common calls & emails include: •General product questions, availability, compatibility
- Ag, Residential and Commercial, & golf product issues/complaints
- Warranty registration, and extended warranty coverage
- Out of warranty assistance
- Parts & publications lookups
- Loyalty Rewards programs
PREVIOUS CONTACT CENTER EXPERIENCE IS PREFERRED
MANAGER IS OPEN TO RECENT GRADS
SPECIAL CONSIDERATIONS:
- 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 monthly.
- Training will consist of 2 weeks classroom training, and an additional 2-4 weeks of on the job training & mentoring with an experienced technician.