Previous Job
Previous
Customer Support Representative
Ref No.: 18-06439
Location: Urbandale, Iowa
POSITION: Customer Support Representative
LOCATION: Urbandale
DURATION: 3+years
CONTACT: Amnelson@diversant.com

 
  • Support hours will cover typical 2nd and 3rd shift hours.
    • Example of 2nd shift would be 4pm – 12:30am. 3rd shift - 12:00am to 8:30am.
  • Candidate must be willing to work weekends.
    • Off-shift hours are (Sunday – Thursday) and (Tuesday – Saturday).
  • Must also be willing to work holidays, with the exception of Thanksgiving, Christmas, and New Years.
  • Training will consist of 2 weeks classroom training, and an additional 2-4 weeks of on the job training & mentoring with an experienced technician.
PRIMARY RESPONSIBILITIES & DUTIES:
  • The Ag & Turf support team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. In this position, technicians will provide support via primarily via Social Media.
  • Agents will also support customers via multiple channels (telephone, email, and chat) while effectively documenting each interaction. Common calls & emails include:
    • General product questions, availability, and compatibility
    • Ag, Residential and Commercial, & golf product issues/complaints
    • Warranty registration, and extended warranty coverage
    • Out of warranty assistance
    • Parts & publications lookups
    • Loyalty Rewards programs
REQUIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:
  • Skills in interpersonal communications, negotiation, and conflict resolution.
  • 6+ months experience with customer service/support experience.
  • High comfort level and experience with consumer software applications.
  • Strong computer and troubleshooting skills.
  • Ability to work support hours and occasional holidays to support the business.
 DESIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:
  • Social media experience.
  •  Knowledge of agriculture, turf (mowers) and utility vehicles.
  •  Prior work experience in Agriculture or Technology dealer channels.
  • Bachelor's degree in Agriculture, Business, Engineering, IT, or a similar discipline.
  • Position Title Customer Support Representative