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Customer Support Representative II

3 months ago

Katy, United States Tellus Equipment Solutions Full time
Job DescriptionJob Description

Major Responsibilities May Include:

• Act as a go to for information and training of new hire CSR’s

• Serve as the primary point of contact for customers, addressing inquiries and concerns promptly

and professionally.

• Educate customers about features and benefits of products to improve product related sales and

customer satisfaction.

• Generate expiring warranty inspections with outbound calling and solicitation.

• Utilizing the Expert Alert system, generate service calls by calling customers with error codes

and warnings on their John Deere equipment.

• Cultivate strong relationships with customers, understanding their unique needs and

preferences.

• Route customer complaints to designated Region Operations Managers for investigation and

resolution.

• Collaborate with internal teams to ensure smooth execution of service and parts

request.

• Manage documentation for Mass Channel follow up contacts.

• Meet / exceed monthly goals while increasing customer satisfaction

• Answering phone calls/chats/customer support emails, branch questions or requests/taking on

responses for our Region Operations Teams.

• Collaborate with CSC Manager to review analytics, to track performance metrics and drive

improvement.

• Participate in on-the-job training activities, cross-train other employees on various tasks, and

take individualized training as assigned.

• Maintain clean, professional, and safe work environment; creating an environment that welcomes

others.

• Adhere to Tellus Equipment culture related to respect for the individual, service to our

customers and striving for excellence.

• Perform other duties as assigned.