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Customer Support Representative

2 months ago

Johnston, United States TekWissen LLC Full time
Job DescriptionJob DescriptionOverview: TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment. Job Title: Customer Support RepresentativeLocation: Johnston, IA 50131Duration: 36 Months Job Type: Contract Work Type: OnsiteVisa sponsorship is not available, now or in the near future, for this position.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 online.
  • Assists in the promotion of Client products/services/programs through special program offerings, special mailings and proactive user contact.
  • Negotiates with customers, dealers and company personnel to provide the proper policy execution and adequate resolution.
PRIMARY RESPONSIBILITIES & DUTIES:
  • The Social Media Care team provides frontline technical support/information/ solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention.
  • Agents provide support via multiple channels (Social Media, email, and website) while effectively documenting each interaction.
  • This position will have an emphasis on Social Media support and will be involved in monitoring designated Social Media channels, responding to support requests, and reviewing/approving outbound content for quality and accuracy.
COMMON QUESTIONS INCLUDE:
  • General product questions, availability, compatibility
  • Ag, Residential and Commercial Turf, and Golf product issues/complaints
  • Parts and publications lookups
  • Client Experience
  • Loyalty Rewards programs
REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
  • Skills in interpersonal communications, negotiation, and conflict resolution.
  • Effective written communication skills.
  • 6+ months experience with customer service / support experience.
  • High comfort level and experience with consumer software applications.
  • Experience with multiple forms of Social Media (Facebook, Twitter/X, Instagram, YouTube, TikTok)
  • Strong computer and troubleshooting skills.
  • Ability to work occasional holidays to support the business
DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
  • Prior work history with using Social Media for business purposes
  • Prior work experience in Agriculture or Technology dealer channels
  • Knowledge of agriculture, turf (mowers) and utility vehicles
  • Bachelor's degree in Agriculture, Business, Communications, Marketing or a similar discipline.
TekWissen Group is an equal opportunity employer supporting workforce diversity.