Customer Support Representative II - Customer Support

Mindlance

Johnston, IA

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JOB DETAILS

SALARY

$19.50–$19.50 Per Hour

SKILLS

Agriculture, Behavioral Interviewing, Best Practices, Business Development, Business Support, Channel Support, Coaching, Communication Skills, Conferences, Conflict Resolution, Consumer Software, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Dealer Channel, Documentation, Identify Issues, Interpersonal Skills, Interviewing Skills, Loyalty Programs, Marketing, Negotiation Skills, Publications, Purchasing/Procurement, Regulations, Resolve Customer Issues, Sales, Scripting (Scripting Languages), Social Media, Technical Support, Work From Home, Writing Skills

LOCATION

Johnston, IA

POSTED

3 days ago

Major Purpose
Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.) Mettova Employees - This is not your complete job description. Please contact your manager to get your complete job description.

Major Duties
" Provide advanced product/service information and respond to complex customer questions about the product/service.
" Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
" Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
" Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
" Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
" Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
" Provide exceptional service to customers to encourage continued use of the organization's products/services.
" Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
" Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills, Abilities, Knowledge
" Leverages Digital Communications with Customers
" Masters Service Conversations
" Navigates Customer Challenges
" Strengthens Customer Connections
" Customer-Focused Approach
" Builds Customer Loyalty
" Service Into Sales
" In-Depth Questioning
" Initiates Compelling Sales Conversations
" Builds Rapport
" Knows the Buying Influences
" Manages Buyer Indifference
" Understands Issues/Motivations

Education
" Post-Secondary Non-Tertiary Education

Work Experience
" Very limited (0 to 3 months)
" Experienced practitioner able to work unsupervised (13 months to 3 years)

Position Title: Customer Support Representative II

Specific Position Requirements: Social Media Care Team

**Manager's Max bill rate is ***/hr*** We now h
ave pay expectations for this team. All workers must be paid ***/hour (nothing higher)**

Please note: Currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within *** and can monitor for positions through the *** careers page.

This position offers a retention bonus after 6, 12, and 24 months of employment.
This position offers pay increases based on 6, 12, and 24 months of employment.

SPECIAL CONSIDERATIONS: Must be able to work first shift with weekend hours. New-hire training will take place M-F, 8am-4:30pm and will consist of 2-3 weeks classroom, and an additional few weeks of on the job training & mentoring with an experienced technician. After training, candidate must be able to work an 8hr shift within the hours of 7 am and 6 pm. The exact 8hr shift will fluctuate based on volumes and business need. After training is complete, candidate will be assigned a weekend shift (either Saturday or Sunday) on a monthly rotating schedule.

PRIMARY RESPONSIBILITIES & DUTIES:
The Social Media Care team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. Agents provide support via multiple channels (Social Media, email, and website) while effectively documenting each interaction. This position will have an emphasis on Social Media support and will be involved in monitoring designated Social Media channels, responding to support requests, and reviewing/approving outbound content for quality and accuracy.

COMMON QUESTIONS INCLUDE:
-General product questions, availability, compatibility
-Ag, Residential and Commercial Turf, and Golf product issues/complaints
-Parts and publications lookups
-*** Experience
-Loyalty Rewards programs

REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
-Skills in interpersonal communications, negotiation, and conflict resolution.
-Effective written communication skills.
-6+ months experience with customer service / support experience.
-High comfort level and experience with consumer software applications.
-Experience with multiple forms of Social Media (Facebook, Twitter/X, Instagram, YouTube, TikTok)
-Strong computer and troubleshooting skills.
-Ability to work occasional holidays to support the business

DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
-Prior work history with using Social Media for business purposes
-Prior work experience in Agriculture or Technology dealer channels
-Knowledge of agriculture, turf (mowers) and utility vehicles
-Bachelor's degree in Agriculture, Business, Communications, Marketing or a similar discipline.

Candidate will work on-site (*** Financial - Johnston, IA) five days a week with the option to work from home on Friday through Sunday.

Interviews will include behavioral based questioning
Candidate will be asked to share specific examples

Visa sponsorship is not available, now or in the near future, for this position.

Prescreen questionnaire is attached. Please ensure you are asking each candidate this question prior to submitting them for consideration.

Cross border work is not permitted for this role.

*This is the same position/manager as JP43602 so only new candidates will be considered*

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

About the Company

Mindlance

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