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Customer Support Representative
URBANDALE IA 50322
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-90672874

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VIVA USA Inc

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Summary

  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
       
  5 Views, 0 Applications  
 
Customer Support Representative
Req Ref No: SPIAC34S-45
Location: Urbandale, IA
Duration: 36 Months
Description
Description:
Customer Support Representative:
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.)
Duties:
Provides responses and/or solutions to customer dealers and/or Company personnel inquiries concerning problems and concerns of a moderately complex level. Effectively documents customer dealer and/or company personnel interactions and issues relating to area of responsibility. Distributes additional product/service/policy information to customers dealers and the client personnel. Develops common solutions to problems with team members to maintain required service levels. Maintains the accuracy and availability of customer related information on-line. Assists in the promotion of the client products/services/programs through special program offerings special mailings and pro-active user contact. Negotiates with customers dealers and company personnel to provide the proper policy execution and adequate resolution.
Specific Position Requirements :
PRIMARY RESPONSIBILTIES & DUTIES:
The Ag & Turf support team provides front-line technical support/information/solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. In this position, technicians will provide support via primarily via Social Media. Agents will also support customers via multiple channels (telephone, email, and chat) while effectively documenting each interaction.
Common calls & emails include:
General product questions, availability, and compatibility
Ag, Residential and Commercial, & golf product issues/complaints
Warranty registration, and extended warranty coverage
Out of warranty assistance
Parts & publications lookups
Loyalty Rewards programs
REQUIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:
Skills in interpersonal communications, negotiation, and conflict resolution.
6+ months experience with customer service / support experience.
High comfort level and experience with consumer software applications.
Strong computer and troubleshooting skills.
Ability to work support hours and occasional holidays to support the business.
DESIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:
Social media experience.
Knowledge of agriculture, turf (mowers) and utility vehicles.
Prior work experience in Agriculture or Technology dealer channels.
Bachelor's degree in Agriculture, Business, Engineering, IT, or a similar discipline.
Note:
Support hours will cover typical 2nd and 3rd shift hours. Example of 2nd shift would be 4pm - 12:30am. 3rd shift - 12:00am to 8:30am.
SPECIAL CONSIDERATIONS:
Candidate must be willing to work weekends.
Off-shift hours are (Sunday - Thursday) and (Tuesday - Saturday).
Must also be willing to work holidays, with the exception of Thanksgiving, Christmas, and New Years.
Training will consist of 2 weeks classroom training, and an additional 2-4 weeks of on the job training & mentoring with an experienced technician.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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