VIVA USA Inc Customer Support Representative in Johnston, Iowa
Req Ref No: JNIACS10 Location: Johnston, IA Duration: 35.5 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 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
PRIMARY RESPONSIBILITIES & DUTIES:
The client 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.
Seeking candidates with Ag background and MS Office experience above all. Highly prefers candidates with at least a 2-year degree in any field. Customer support experience is also desirable.
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.