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Form of workJob Description
Customer Support Representative II
Specific Position Requirements
Bilingual position: Portuguese and English
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 Client and can monitor for positions through the Client 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 Client e-Commerce Contact Center
Take inbound calls from Client's Region 4 (USA/Canada/Australia) customers and dealers regarding part orders or other items available for purchase on Client website.
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 (Client 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 Client 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
Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.)
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 client 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 client 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.
Specific Position Requirements
Bilingual position: Portuguese and English
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 Client and can monitor for positions through the Client 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 Client e-Commerce Contact Center
Take inbound calls from Client's Region 4 (USA/Canada/Australia) customers and dealers regarding part orders or other items available for purchase on Client website.
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 (Client 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 Client 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
Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.)
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 client 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 client 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.
