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Customer Support Representative I
Ref No.: 18-06645
Location: Urbandale, Iowa
Position Type:CSR
Start Date / End Date: 06/04/2018 to 06/03/2019
Job Title: Customer Support Representative I
Duration: 1 year
Location: Urbandale, IA- 50322
 
 
 Job Description:
  • 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          

Special Considerations:
 
  • Candidates must be able to work and rotate between 1st, 2nd, and 3rd shift, occasional holidays, and OT based on the needs of the business.
  • Training will be on 1st shift and last approximately 10 weeks. 
Primary Responsibilities & Duties:
  • The ISG R4 (Region 4) support team provides front-line technical support/information/solutions to Client dealers and customers on Intelligent Solutions Group (ISG) 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 within the DTAC/CCMS system. Technicians also create and maintain support tools/solutions available online.
 A few of the 100+ products supported by the R4 support team:
 
  • My Client /Website-Dashboard
  • Client Link
  • Operations Center
  • Apex Farm Management
  • Stellar Support
  • Mobile Apps
  • GreenStar Displays
  • StarFire Receivers
  • ClientLink Terminals
  • AutoTrac and machine guidance
 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 off-shift hours and occasional holidays to support the business.
Desired Skills, Knowledge, & Relevant Work Experience:
  • Knowledge of agriculture customers.
  • Agriculture operations experience, including Precision Farming experience.
  • Prior work experience in Agriculture or Technology dealer channels
  • Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline.


 Apply on-line for immediate consideration, please send your updated resume and contact info via
 Contact: Rashmi M
Email: rashmi@sunrisesys.com | Phone: 732 272 0331