Customer Support Representative II

Job Title: Customer Support Representative II

Client: Heavy Machine Manufacturing Company
Location: Johnston, IA 50131
Duration: 12 Months

Regular Shift: Monday–Friday | 7:00 AM – 6:00 PM CST
Saturday | 8:00 AM – 12:00 PM CST

Training: 8:00 AM – 4:30 PM CST | Approximately 6 Weeks

Description:

Job Overview

Provide Tier I technical support to customers by phone, addressing product questions, issues, complaints, warranty inquiries, parts information, and other product-related concerns while delivering excellent customer service.

Key Responsibilities

• Provide front-line technical support and product information to customers.
• Handle customer inquiries, issues, and complaints while maintaining customer satisfaction.
• Provide phone support and accurately document each customer interaction.
• Research and troubleshoot product-related issues.
• Assist customers with: Product questions, availability, and compatibility, Agriculture, Residential/Commercial Turf, and Golf products, Warranty registration and extended warranty coverage, Out-of-warranty assistance, Parts and publication lookups, Loyalty Rewards programs
• Work effectively with customers and internal teams to resolve issues.

Required Qualifications

• 6+ months of customer service/support experience.
• Excellent verbal and written communication skills.
• Strong interpersonal, negotiation, and conflict-resolution skills.
• Proficiency with Microsoft Office.
• Comfortable using consumer software applications.
• Strong computer, research, and troubleshooting skills.
• Ability to work required support hours and occasional holidays.

Preferred Qualifications

• Knowledge of: Agriculture, Turf equipment/mowers, Utility vehicles
• Previous experience in Agriculture or Technology dealer channels.
• Bachelor's degree in: Agriculture, Business, Communications, Engineering, IT, Related field

Training & Onboarding

• Training and mentoring will be 8:00 AM – 4:30 PM CST for approximately 6 weeks.
• Training includes: 2 weeks classroom training, 2–4 weeks on-the-job training and mentoring
• Full productivity is expected within approximately 3–4 months of starting.
• Primary responsibility will be Tier I Contact Center support.

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As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.