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Customer Experience Technical Lead

3 months ago

Pewaukee, United States Generac Power Systems Full time

Customer Experience Technical Lead

Company Generac Power Systems

Name Customer Experience Technical Lead

Req # 65299

Employment Type Full Time

Shift 1st

At Generac, we bring our best energy to work every day and promote a drive to win while respecting others and supporting growth. Join us, as we inspire change for a better world, positively impact our people and the community, influence and achieve positive results that support growth, and innovate the industry.

The Customer Experience Technical Team Lead is responsible for providing day-to-day guidance, monitoring and coaching of daily work volumes to ensure their team is delivering Generac’s “Customer First” promise while meeting goals. This role manages escalated customer issues on our traditional line of generators, clean energy and connected products for the Customer Experience Technical Team. This team serves our residential consumers by providing mechanical and technical trouble shooting while using knowledge of company products and processes to provide accurate information, answer questions and ensure final resolution.

Essential Duties and Responsibilities:

  • Product and Process Subject-Matter Expert

  • Coaches agents on how to provide best in class customer satisfaction on every interaction

  • Ability to pass product and process testing following advanced product training

  • Receives and documents all customer interactions in real time

  • Corresponds to customer interactions via email, phone, text or chat

  • Sustains contact center metrics including customer satisfaction, productivity, and adherence

  • Responds to and resolves escalated customer technical and non-technical inquiries and issues

  • Assists customers with escalated installation and issue resolution in the moment

  • Assists customers with escalated troubleshooting issues and offer accurate information in the moment

  • Coaches agents on how to seek out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions

  • Maintains product knowledge through training and continuing education

  • Escalates more complex inquiries or complaints appropriately to leadership team

  • Manages escalations from agents

Minimal Qualifications:

  • High School diploma or GED

  • Certification / License

  • 2 years customer service experience or technical troubleshooting

  • 2 years of technical troubleshooting internet support applications and mechanical experience

Preferred Qualifications:

  • Associates or Bachelor’s degree

  • Certification / License

  • Previous experience training, mentoring, or leading a team

  • Previous experience in a high-volume call center

  • Previous experience of engine maintenance and troubleshooting, or previous experience troubleshooting solar applications

Knowledge, Skills and Abilities:

  • ERP: Previous experience using SAP or equivalent

  • CRM: Previous experience using SAP or Salesforce

  • Office Platform: Expert use of Microsoft Office Suite including teams, outlook, calendar

  • Bilingual Spanish

Physical demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”