Address
Form of workJob Description
Overview:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment.
Job Title: Service Representative
Location: Johnston, IA, 50131
Duration: 5 Months
Job Type: Contract
Work Type: Remote
JOB DESCRIPTION:
- Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process and conducts customer service training for entry level staff.
DUTIES:
- Researches, analyses, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues.
- Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals.
- Contacts customers to resolve outstanding customer service issues.
- Assists supervisors in the continuous improvement of the customer service delivery process.
- Conducts customer service training for entry level staff.
- Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution.
- As a Service Representative in the Contact Center for client, you will be researching and resolving inquiries received via inbound calls from customers and channel partners (dealers, merchants, and sponsors) on a variety of finance products to achieve service level.
In this position, you will also:
- Document customer and channel interactions and enter descriptive information online in order to provide history and track issue resolution
- Onboard/train new merchants and proactively offer services, solutions, and training to existing customers and channel partners
- Resolve and make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents
- Troubleshoot and assist customers and channel partners on JDF websites, systems, and transaction processing
- Track trends and identify streamlined processes for customer, channel, and product concerns and inform/provide feedback to appropriate departments or units
Skills Needed
- Experience working in a call queue environment
- Experience using multiple computer resources to independently gather appropriate information, research, and resolve customer issues
- Strong attention to detail, with experience adjusting to shifting priorities and continuous change in a fast-paced work environment
- Experience with technical online troubleshooting, such as registering, logging in, navigating customer accounts, etc.
- Experience working in a team environment (remote or on-site), with the ability to communicate effectively and manage personal accountability to complete work
- A growth mindset, with the ability to learn new information and computer systems/programs quickly
- If working remote, a private in-home workspace and personal ethernet cord are required, along with stable, high-speed internet
What Makes The Candidate Stand Out
- Customer service experience in a financial environment
- Experience being proactive on customer calls to educate and/or offer solutions
- Experience with Agriculture, Consumer, or Construction/Forestry products and services
- Experience identifying a work process/procedure to improve and being part of the implementation
TekWissen Group is an equal opportunity employer supporting workforce diversity.
