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Customer Experience Technical Lead

3 months ago

Waukesha, United States Generac Power Systems Full time

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

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 application

​ 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 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, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

Our success is directly tied to our employees’ professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect.

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.