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Customer Support Representative I
Ref No.: 18-08288
Location: Urbandale, Iowa
Start Date / End Date: 06/25/2018 to 06/24/2021

Job Title: Customer Support Representative I
Duration: 3 years
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          
 
  • ***Please indicate which shift(s) is preferred at top of candidate resume***SPECIAL CONSIDERATIONS: 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 Responsibilties & 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.

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