Job description
Customer Support Representative II
Contract: 36 months
Shift: Monday-Friday 7am-7pm
Pay rate: $17 to $19/hour
Location: Johnston IA 50131
Description:
These positions will be on the E-commerce Customer Support Team in a Product Support Contact Center.
Special Considerations:
- Candidates must be able to work shifts during our business hours of Monday-Friday 7am-7pm, occasional holidays, weekends, and overtime based on the needs of the business.
- We work in a hybrid format, some days from the office, some days from home.
- Position offers pay increases based 6, 12 and 24 months
- Position offers bonus after 6, 12 and 18 months of employment
- Training and mentoring will be on 1st shift (8am-4:30pm) and last approximately 3 weeks.
- Limited travel to nearby facilities for continuous training events.
Primary Responsibilties & Duties:
As a contingent Customer Support Representative on the E-commerce team in the Product Support Contact Center in Johnston, IA, you will provide front-line support and information to customers, dealers, and company personnel on shop.deere.com website for parts, merchandise, and workshop products. In addition, you will:
- Work in a high-volume contact center environment
- Assist customers with items such as parts requests, returns, payments and tool support
- Utilize multiple support channels including telephone, email, cases, and chat while effectively documenting each interaction within our case management system.
- Work-off shift hours and occasional holidays
- Assist with escalated support issues
- Mentor less experienced agents
Required Skills Required Skills, Knowledge, & Relevant Work Experience:
- Skills in interpersonal communications, negotiation, and conflict resolution
- Experience with customer service/support in similar field
- High comfort level and experience with consumer software applications
- Strong computer and troubleshooting skills
Desired Skills, Knowledge, & Relevant Work Experience:
- Knowledge of various machines and equipment
- Professional experience with e-commerce products
- Prior work experience in agriculture or technology dealer channels
- Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline.
#IND2
Job Type: Contract
Pay: $18.00 - $19.00 per hour
Benefits:
- Dental insurance
- Health insurance
Experience level:
- 2 years
Shift:
- Day shift
- Morning shift
Weekly day range:
- Monday to Friday
Work setting:
- In-person
Ability to commute/relocate:
- Johnston, IA 50131: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Please confirm your personal email id.
- Are you able to work shifts during our business hours of Monday-Friday 7am-7pm, occasional holidays, weekends, and overtime based on the needs of the business?
- Are you okay with the pay rate $19/hr?
Education:
- High school or equivalent (Required)
Experience:
- E-commerce products: 2 years (Preferred)
- Customer Support: 2 years (Required)
- Customer service: 1 year (Required)
- Computer skills: 1 year (Required)
Work Location: In person
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