VIVA USA Inc Customer Support Representative in Johnston, Iowa
Req Ref No: JNIACS165 Location: Johnston, IA Duration: 60.0 months
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.)
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 the 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 the 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.
PRIMARY RESPONSIBILITIES & DUTIES:
The support team provides front-line technical support/information/solutions to customers on 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. Common calls & emails include: •General product questions, availability, 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:
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.
Support hours fall between the hours of 7am – 6pm, Monday - Friday. Candidate must be available to work any 8hr shift within the 7am-6pm support window. note, rotations occur monthly. Training will consist of 2 weeks classroom training, and an additional 2-4 weeks of on the job training & mentoring with an experienced technician. Position will work remote until the site opens back up (1st day will be onsite to get computer deployed and set-up). As a reminder, the client is looking for candidates who have technical experience in an Ag environment. Someone who has worked at a dealership or have an Ag degree would be great candidates.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.