Customer Support Representative II - Customer Support

Customer Support Representative – Social Media Care Team
Location: Johnston, IA (Onsite Monday–Thursday; Work from Home Friday–Sunday option)
Schedule: First Shift | Weekend Availability Required
Duration: W2 Contract - 24 Months
Pay Rate: $21.50/hour 
**Visa Sponsorship: Not available now or in the future**

Position Overview

The Social Media Care Team provides front-line customer support for product-related questions, concerns, and technical issues. Representatives support customers through social media, email, and web-based channels while documenting interactions and delivering high-quality customer service.

This role has a strong focus on social media engagement, including monitoring designated platforms, responding to customer inquiries, and reviewing outbound content for accuracy and quality.

Schedule & Training

Training Schedule

• Monday–Friday
• 8:00 AM – 4:30 PM
• Includes:
  • 2–3 weeks of classroom training
  • Additional hands-on training and mentoring

Post-Training Schedule

• Must be available to work an 8-hour shift between:
  • 11:00 AM and 10:30 PM
• Shift schedules may fluctuate based on business needs and call volumes.
• Weekend work is required.
• Candidates will be assigned either Saturday or Sunday shifts on a rotating monthly schedule.
• Occasional holiday work may be required.

Key Responsibilities

• Provide customer support through social media, email, and web channels.
• Monitor designated social media platforms.
• Respond to customer inquiries and support requests.
• Review and approve outbound social media content for quality and accuracy.
• Document all customer interactions accurately.
• Troubleshoot and resolve customer concerns.
• Deliver exceptional customer service while maintaining customer satisfaction and retention.

Common Customer Inquiries

• Product questions, availability, and compatibility
• Agriculture equipment concerns
• Residential and commercial turf equipment issues
• Golf equipment inquiries
• Product complaints and troubleshooting
• Parts and publications lookups
• Loyalty Rewards programs
• General customer experience questions

Required Qualifications

• Minimum 6 months of customer service or customer support experience.
• Strong written communication skills.
• Excellent interpersonal communication, negotiation, and conflict resolution skills.
• Strong computer and troubleshooting skills.
• Comfortable using consumer software applications.
• Experience using social media platforms, including:
  • Facebook
  • X (Twitter)
  • Instagram
  • YouTube
  • TikTok
• Ability to work occasional holidays.
• Ability to work variable schedules, including weekends.

Preferred Qualifications

• Experience using social media for business purposes.
• Experience working within agriculture or technology dealer channels.
• Knowledge of:
  • Agriculture equipment
  • Turf equipment and mowers
  • Utility vehicles
• Bachelor's degree in:
  • Agriculture
  • Business
  • Communications
  • Marketing
  • Related field

Additional Information

• Retention bonuses are available after 6, 12, and 24 months of employment.
• Pay increases are available after 6, 12, and 24 months of employment.