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Customer Experience Technical Representative

4 months ago

Pewaukee, United States Generac Power Systems Full time

**Job Summary**: The Customer Experience Technical Representative is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Technical Representative requires understanding of technical product information to provide informed decisions and recommendations. This role is responsible for providing excellent customer care by using knowledge of company products and resources to provide accurate information, answer questions and ensure final resolution.

**Essential Duties and Responsibilities**:
Customer satisfaction
Ability to pass product and process testing following training
Receives and documents all customer interactions in real time
Maintains contact center metrics including customer satisfaction, productivity and adherence
Responds to and resolves customer technical and non-technical inquiries and issues
Assists customers with installation and issue resolution in the moment
Assists customers with troubleshooting issues and offer accurate information in the moment
Seeks 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 specialized teams
Flexible to work overtime hours to meet customer & business need
Data entry
Other duties assigned

**Minimum Qualifications**:
High School Diploma or GED
1 year experience in a customer service role or technical troubleshooting

**Preferred Qualifications**:
Contact Center experience with troubleshooting
Experience handling a high volume of inbound calls
**ERP**: Previous experience using SAP or equivalent
**CRM**: Pervious experience using SAP or Salesforce
**Office Platform**: Basic use of Microsoft Office Suite including teams, outlook, calendar

**Knowledge, Skills and Abilities**:
**Technical Aptitude**: Ability to excel at technical tasks
**Results Oriented**: Achieves successful outcomes
**Supportive**: Provides encouragement to peers
**Disciplined**: Ability to reliably adhere to policy and process
**Forward thinking**: Continuous Improvement mindset
**Ability to de-escalate**: Conflict resolution skill set
**Coachable**: Open to learning and development
**Responsibility**: Accountability for honest and ethical conduct
**Receptiveness**: Open to receive information and its potential value
**Empathy**: The ability to express other experiences
**Independent Initiative**: Ability to think for themselves and act when necessary
**Analytical Thinking**: Ability to identify problems and solution
**Communication**: Excellent verbal and written communication skills
**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.

**Benefits**:
We are an inclusive company that celebrates differences and keeps equity and respect at the forefront.
**Competitive Benefits**: Health, Dental, Vision, & 401k
401 (k) retirement savings plans with company match
**Medical support programs**: Maternity, Diabetes, Treatment Decision Support and more
**Work-life benefits**: PTO and Holidays
This position offers a compensation range between $17.00 - $23.80 per hour based on experience

“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.”