Customer Service Representative (Johnston)

Job Title : Customer Support Representative II - Customer Support

Duration : 24 Months (With possibility of extension)

Location : Johnston, IA, 50131 (Onsite)

JOB DESCRIPTION :

PRIMARY RESPONSIBILITIES & DUTIES :

Take inbound calls and occasional emails from (USA / Canada / Australia) customers and dealers regarding part orders or other items available for purchase.

Occasional outbound calls to customers and dealers to research / investigate and follow up with our findings.

Document every interaction effectively in our internal case management system

Approximately 15-20 calls / day

Shifts :

Contact Center is open from 7am - 6pm CST, Monday - Friday

Three shifts available that rotate within the 11-hour operation :

7 : 00am - 3 : 30pm

8 : 00am - 4 : 30pm

9 : 30am - 6 : 00pm

Candidate must be available to work any 8-hour shift within the 7am-6pm support window.

SPECIAL CONSIDERATIONS :

Training and mentoring will be on the 8-4 : 30am shift and last approximately 6 weeks.

Takes approximately 3-4 months from start date to reach full productivity.

Limited travel to nearby Des Moines Works for a factory tour and to nearby Jensen Farms approximately twice a year. Will ride along with full-time employee.

IDEAL CANDIDATES SHOULD HAVE :

Knowledge of agriculture, turf (mowers) and utility vehicles

Prior work experience in Agriculture or Technology dealer channels

Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline

Call Center experience

6+ months experience with customer service / support experience

Efficient researching / troubleshooting skills

Excellent written and verbal communication skills

Speak with confidence

Proficiency with Microsoft Office products

Willingness to work occasional overtime and holidays

Solid work history and proven dependability

Reliable at home internet and a distraction free workplace

Interviews will include behavioral based questioning

Candidate will be asked to share specific examples

The Company is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.