Customer Experience Technical Representative

4 weeks ago

Jefferson, Wisconsin, United States Generac Power Systems Full time
Job Title: Customer Experience Technical Representative

We are Generac Power Systems, a leading energy technology company committed to powering a smarter world. Our team is dedicated to delivering exceptional customer experiences, and we're seeking a skilled Customer Experience Technical Representative to join our ranks.

Job Summary

The Customer Experience Technical Representative is a key contributor to our customer-centric approach. This role requires a strong understanding of technical product information to provide informed decisions and recommendations. As a Customer Experience Technical Representative, you will be responsible for providing excellent customer care by utilizing knowledge of company products and resources to provide accurate information, answer questions, and ensure final resolution.

Key Responsibilities
  • Pass product and process testing following training
  • Receive and document all customer interactions in real-time
  • Correspond with customers via email, phone, text, or chat
  • Maintain contact center metrics, including customer satisfaction, productivity, and adherence
  • Respond to and resolve customer technical and non-technical inquiries and issues
  • Assist customers with installation and issue resolution in the moment
  • Assist customers with troubleshooting issues and provide accurate information in the moment
  • Seek out answers to customer questions utilizing product materials and tools available, remaining current on products, services, and promotions
  • Maintain product knowledge through training and continuing education
  • Escalate more complex inquiries or complaints appropriately to specialized teams
  • Maintain Outlook email inbox, calendar, and tasks regularly
Requirements
  • High School Diploma or GED
  • 1 year experience in a customer service role or technical troubleshooting
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 solutions
  • 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.

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.

At Generac Power Systems, we're committed to energy innovation and pushing 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.

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