Customer Support Representative_26-01275
Job Description
Job Description
Job Title: Customer Support Representative
Job ID: 26-01275
Location: Johnston, IA, 50131
Duration: 12 Months on W2 contract
Job Description:
We now have pay expectations for this team. All workers must be paid $18.78/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 John Client and can monitor for positions through the John Client careers page.
**This position will not be extended beyond the current end date. To help with recruitment, the managers have agreed to offer a retention bonus at 6 months of employment and an additional bonus after successful completion of assignment. These will be $1,000 each.**
Support hours fall between 7am - 6pm CST, Monday – Friday and 8 am – 12 pm CST, Saturday.
- Schedule may include occasional holidays and overtime based on the needs of the business.
- Candidate must be available to work any 8-hour shift within the 7am-6pm support window.
- Candidate will work on-site (John Client Financial - Johnston, IA) five days a week
- Shifts are subject to change based on volumes.
SPECIAL CONSIDERATIONS:
- Training and mentoring will be on the 8-4:30pm shift and last approximately 6 weeks.
- Takes approximately 3-4 months from start date to reach full productivity.
- Training will consist of 2 weeks of classroom training and an additional 2-4 weeks of on-the-job training and mentoring with an experienced technician.
- The primary responsibilities for this opening could be for Tier 1 support.
PRIMARY RESPONSIBILITIES & DUTIES:
The Enterprise Contact Center Tier I team provides front-line technical support / information / solutions to customers on product related inquiries, issues, and concerns to optimize customer satisfaction and retention. Technicians provide phone support while effectively documenting each interaction.
Common calls include:
- General product questions, availability, compatibility
- Ag, Residential and Commercial Turf, and Golf product issues/complaints
- Warranty registration, and extended warranty coverage
- Out of warranty assistance
- Parts and publications lookups
- Loyalty Rewards programs
REQUIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
- Skills in interpersonal communications, negotiation, and conflict resolution.
- Excellent written and verbal communication skills
- 6+ months experience with customer service/support experience.
- Proficiency with Microsoft Office products
- High comfort level and experience with consumer software applications.
- Strong computer, research and troubleshooting skills.
- Ability to work support hours and occasional holidays to support the business.
DESIRED SKILLS, KNOWLEDGE, AND RELEVANT WORK EXPERIENCE:
- Knowledge of agriculture, turf (mowers) and utility vehicles.
- Prior work experience in Agriculture or Technology dealer channels.
- Bachelor's degree in Agriculture, Business, Communications, Engineering related field, IT or a similar discipline.
Interviews will include behavioral based questioning
- Candidate will be asked to share specific examples. I would stress that we are looking for specific situations, actions taken by the individual, and the results.
Visa sponsorship is not available, now or in the near future, for this position.
This is the same position/manager as JP42737 and 43007 so only new candidates will be considered.
Contact:
Madhu Sudhan J: madhu.s@sunrisesys.com | 319-242-4032 | URL: www.sunrisesys.com
Company DescriptionFounded in 1990, Sunrise Systems is an award winning IT/Professional Staffing firm to Fortune 500 and State/Local Government Agencies.
Company Description
Founded in 1990, Sunrise Systems is an award winning IT/Professional Staffing firm to Fortune 500 and State/Local Government Agencies.