(618) Bilingual (Portuguese & English) Call Center Representative

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 John Deere and can monitor for positions through the John Deere careers page.
This position offers a retention bonus after 6, 12, and 18 months of employment.
This position offers pay increases based on 6, 12, and 24 months of employment.
Support the John Deere e-Commerce Contact Center
· Take inbound calls from John Deere's Region 4 (USA/Canada/Australia) customers and dealers regarding part orders or other items available for purchase on Shop.Deere.com
· Occasional outbound calls to customers and dealers to research/investigate and follow up with our findings
· Approximately 15-20 calls/day
Contact Center is open from 7am - 7pm CST, Monday - Friday. Some Saturdays may be required.
· Four shifts available that rotate within the 12 hour operation:
o 7:00am - 3:30pm
o 8:00am - 4:30pm
o 9:00am - 5:30pm
o 10:30am - 7:00pm
· Call volumes start to slow down after 5pm
· Candidate must be able to work any 8 hour shift within the 7am-7pm support window.
· Hybrid schedule includes a minimum of 2 days onsite (John Deere Financial) / 3 days offsite (at home)
o Tuesdays are required onsite; with either Wed/Thurs as preferred additional onsite day
· Limited travel to nearby Des Moines Works for a factory tour and to nearby Jensen Farms approximately twice a year. Will ride along with a Deere full-time employee or be provided group transportation.
Training is approximately 2 weeks in length
· Training and mentoring will be on the 8-4:30am shift and last approximately 6 weeks.
· Takes approximately 3-4 months from start date to reach full productivity.
Onboarding Attendance Policy:
Contingent employees within their training period (about 5-7 weeks of employment) are not eligible to take any time off. Unexcused absences and/or tardiness during training and mentoring days could result in immediate termination. To determine if an absence is excused work with your direct supervisor.
Ideal candidates should have:
· Call Center experience
· Fluent in Portuguese and English
· 6+ months experience with customer service / support experience
· Efficient researching / troubleshooting skills
· Excellent written and verbal communication skills
· Speak with confidence
· Proficiency with Microsoft Office products - especially Teams and Outlook
· Willing to work occasional overtime and holidays
· Solid work history and proven dependability
· Reliable at home internet and a distraction free workplace
Candidates with the following skills and experience will stand out:
· 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.
Interviews will include behavioral based questioning
· Candidate will be asked to share specific examples