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Customer Care Specialist I

2 months ago

Urbandale, Iowa, United States Three Point Solutions Full time
Job Overview

Position Title: Customer Care Specialist I

Role Summary:

The Customer Care Specialist I serves as the primary point of contact for channel partners, customers, and internal personnel, addressing product-related inquiries and moderately complex policy issues to enhance customer satisfaction and loyalty.

Key Responsibilities:

  • Responds to inquiries from customers, dealers, and company personnel regarding moderately complex issues and concerns.
  • Accurately documents all interactions and issues related to customer support.
  • Provides additional information regarding products, services, and policies to customers and dealers.
  • Collaborates with team members to develop effective solutions to common problems while maintaining service standards.
  • Ensures the accuracy and accessibility of customer-related information online.
  • Promotes products and services through targeted outreach and proactive communication.
  • Negotiates with customers and dealers to ensure proper policy execution and satisfactory resolutions.

Work Schedule:

  • 1st shift availability required.

Primary Duties:

  • The Customer Care team delivers essential technical support and information to customers regarding product inquiries and concerns, aiming to optimize customer satisfaction.
  • Support is provided through various channels, including phone, email, and chat, with meticulous documentation of each interaction.
  • Handles approximately 10-15 customer interactions daily.
  • Most outbound communications are escalations from Tier I support.

Common Inquiries Include:

  • General product inquiries, availability, and compatibility.
  • Issues and complaints related to agricultural, residential, commercial turf, and golf products.
  • Warranty registration and extended warranty coverage questions.
  • Assistance for out-of-warranty products.
  • Parts and publications inquiries.
  • Loyalty rewards program questions.

Ideal Candidate Qualifications:

  • Experience in a call center environment.
  • At least 6 months of customer service or support experience.
  • Strong research and troubleshooting abilities.
  • High proficiency with consumer software applications.
  • Excellent interpersonal communication, negotiation, and conflict resolution skills.
  • Strong written communication capabilities.
  • Confidence in verbal communication.
  • Proficiency in Microsoft Office applications.
  • Demonstrated reliability and solid work history.

Preferred Skills and Experience:

  • Knowledge of agriculture, turf management, and utility vehicles.
  • Previous experience in agriculture or technology dealer channels.
  • Bachelor's degree in Agriculture, Business, Engineering, IT, or a related field.

Additional Considerations:

  • Support hours are between 7 AM and 6 PM, Monday through Friday, with occasional Saturday shifts required.
  • Candidates must be available to work any 8-hour shift within the support window.
  • Onsite work is mandatory.
  • Limited travel may be required for factory tours and related activities.

Training Overview:

  • Training lasts approximately 2 weeks, with the first week onsite for company orientation and resource exposure.
  • The second week is hybrid, focusing on Tier 1 training and mentorship with experienced representatives.
  • Weeks 3 and 4 involve continued mentorship.
  • After training, agents will begin handling customer interactions.
  • It typically takes 3-4 months to achieve full productivity.

Onboarding Attendance Policy:

  • Contingent employees in training are not eligible for time off during the initial training period.
  • Unexcused absences or tardiness during training may lead to immediate termination.
  • To clarify absence policies, employees should consult their direct supervisor.