Customer Support Representative

1 month ago

Knoxville, United States McCoy Construction & Forestry Full time
McCoy Construction and Forestry is YOUR John Deere Construction and Forestry equipment dealer. Our unmatched dedication to customer service is further strengthened by our parent company, McCoy Group. Headquartered in Dubuque, IA, and family-owned and operated.

The Customer Support Representative promotes and increases parts and service sales by establishing promising business relationships with existing as well as prospective customers. The Customer Support Representative builds customer relationships by traveling to customer locations to perform follow-up activities on complete goods, parts and service sales, address customer concerns, etc.

Duties and Responsibilities:

Markets parts and service sales such as extended warranties, maintenance plans, machine inspections, overhauls, standard job quotes, and special parts promotions.
Performs follow-up calls at customer locations on complete goods and major parts and service, and identifies opportunities in unmet needs, wants, and concerns.
Addresses customer concerns and resolves problems effectively and satisfactorily.
Maintains product knowledge by participating in training and educational programs
Provides great customer service and technical assistance as needed.
Profiles customer’s machines, vehicles, and demographic information.
Prospects for new accounts, including Independent Rental Companies and Original Equipment Manufacturer distributors.
Participates in product presentations at customer clinics, expositions, and meetings held outside the dealership.
Assists sales department with after-sales calls to ensure equipment operates to the customer’s satisfaction.
Conducts undercarriage appraisals and submits quotes to customers for repairs/replacement.

Qualifications and Skills:

2 years construction and forestry experience required
High School Diploma
Additional 2 years school
Good understanding of equipment operation and mechanical function.
Must demonstrate excellent verbal and written communication skills and can communicate and present in person, in writing, and on the telephone effectively with both large and small groups in English.
Excellent customer relationship skills with ability to satisfactorily resolve customer concerns.
Strong teamwork and interpersonal skills.
Good understanding of Microsoft Office and general computer skills.

McCoy Group is an Affirmative Action/Equal Opportunity Employer. We encourage applications from qualified candidates who have military experience, are living with a disability, do not have a college degree.

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