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Form of workJob Description
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.
· Approximately 10-15 calls/day
· Nearly all outbound calls are escalations from Tier I
Common calls and emails include:
· General product questions, availability, compatibility
· Ag, Residential and Commercial Turf, and Golf product issues/complaints
· Warranty registration, and extended warranty coverage
· Out of warranty assistance
· Parts and publications lookups
· Loyalty Rewards programs
IDEAL CANDIDATES SHOULD HAVE:
· Call Center experience
· 6+ months experience with customer service / support experience.
· Efficient researching / troubleshooting skills
· High comfort level and experience with consumer software applications.
· Skills in interpersonal communications, negotiation, and conflict resolution.
· Excellent written and verbal communication skills
· Speak with confidence
· Proficiency with Microsoft Office products
· Solid work history and proven dependability
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.
