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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