Mechanical Product Support Representative - Wfh Potential

*This position offers remote capabilities following a minimum of 90 days in office and is contingent upon your supervisor's approval. Also to be considered an official applicant please apply through our careers page: https://generacta.avature.net/careers/JobDetail/Jefferson-Wisconsin-United-States-Customer-Experience-Technical-Representative/11250 

At Generac, we don’t simply wait for opportunities to come to us. Our teams consistently seek out new and innovative advances in our industry, driving our great success and company growth. We are a leader in the power generation industry that is successfully breaking ground in the Clean Energy segment. This growth equals rapid career advancement opportunities for those who want to be challenged and enjoy a fast-paced, high-performance culture. Join us, as we inspire change for a better world, positively impact our people and the community, influence and achieve positive results that support growth, and innovate the industry.

The Customer Experience Technical Representative is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Technical Representative requires understanding of technical product information to provide informed decisions and recommendations. This role is responsible for providing excellent customer care by using knowledge of company products and resources to provide accurate information, answer questions and ensure final resolution.

Essential Duties:

• Customer satisfaction
• Ability to pass product and process testing following training
• Receives and documents all customer interactions in real time
• Corresponds to customer interactions via email, phone, text or chat
• Maintains contact center metrics including customer satisfaction, productivity and adherence
• Responds to and resolves customer technical and non-technical inquiries and issues
• Assists customers with installation and issue resolution in the moment
• Assists customers with troubleshooting issues and offer accurate information in the moment
• Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions
• Maintains product knowledge through training and continuing education
• Escalates more complex inquiries or complaints appropriately to specialized teams
• Maintain Outlook email inbox, calendar, and tasks regularly
• Flexible to work overtime hours to meet customer & business need
• Data entry
• Other duties assigned

Minimum Qualifications:

• High School Diploma or GED
• 1 year experience in a customer service role or technical troubleshooting

Preferred Qualifications:

• Contact Center experience with troubleshooting
• Experience handling a high volume of inbound calls
• ERP: Previous experience using SAP or equivalent
• CRM: Pervious experience using SAP or Salesforce
• Office Platform: Basic use of Microsoft Office Suite including teams, outlook, calendar
• Bilingual Spanish/French

Knowledge, Skills and Abilities:

• Technical Aptitude: Ability to excel at technical tasks
• Results Oriented: Achieves successful outcomes
• Supportive: Provides encouragement to peers
• Disciplined: Ability to reliably adhere to policy and process
• Forward thinking: Continuous Improvement mindset
• Ability to de-escalate: Conflict resolution skill set
• Coachable: Open to learning and development
• Responsibility: Accountability for honest and ethical conduct
• Receptiveness: Open to receive information and its potential value
• Empathy: The ability to express other experiences
• Independent Initiative: Ability to think for themselves and act when necessary
• Analytical Thinking: Ability to identify problems and solution
• Communication: Excellent verbal and written communication skills

Great Reasons to work for Generac:

• Competitive Benefits: Health, Dental, Vision, 401k and many more
• Scheduled events throughout the year that allow our employees, both current and retirees, to gather together and enjoy their time with their families and co-workers
• Enjoy summer hours (Memorial Day – Labor Day)
• Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators
• Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.
• We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.
• We’re an inclusive company that celebrates differences and keeps equity and respect at the forefront.
• We offer product loan and discount programs.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus. Occasional travel.