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: E-Commerce Customer Support Representative
**Manager's Max bill rate is ***/hr*** We now have 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.
These are subject to change if needed.
PRIMARY RESPONSIBILITIES & DUTIES:
Take inbound calls and occasional emails from ***'s Region 4 (USA/Canada/Australia) customers and dealers regarding part orders or other items available for purchase on Shop.Deere.com.
Occasional outbound calls to customers and dealers to research/investigate and follow up with our findings.
Document every interaction effectively in our internal case management system
Approximately 15-20 calls/day
Contact Center is open from 7am - 6pm CST, Monday - Friday
Three shifts available that rotate within the 11-hour operation:
7:00am - 3:30pm
8:00am - 4:30pm
9:30am - 6:00pm
Candidate must be available to work any 8-hour shift within the 7am-6pm support window.
Candidate will work on-site (*** Financial - Johnston, IA) five days a week with the option to work from home on Friday's
SPECIAL CONSIDERATIONS:
Training and mentoring will be on the 8-4:30am shift and last approximately 6 weeks.
Takes approximately 3-4 months from start date to reach full productivity.
Limited travel to nearby Des Moines Works for a factory tour and to nearby Jensen Farms approximately twice a year. Will ride along with a Deere full-time employee.
IDEAL CANDIDATES SHOULD HAVE:
Knowledge of agriculture, turf (mowers) and utility vehicles
Prior work experience in Agriculture or Technology dealer channels
Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline
Call Center experience
6+ months experience with customer service / support experience
Efficient researching / troubleshooting skills
Excellent written and verbal communication skills
Speak with confidence
Proficiency with Microsoft Office products
Willingness to work occasional overtime and holidays
Solid work history and proven dependability
Reliable at home internet and a distraction free workplace
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 these questions prior to submitting them for consideration.
*This is the same position/manager as JP43868 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.