Job Description
Job Description
Job Title: Customer Support Representative
Client: Heavy Machine Manufacturing Company
Duration: 9 Months (with possible extension)
Location: Johnston, IA 50131
Shift: 7:00 AM – 6:00 PM CST (Monday – Friday)
8:00 AM – 12:00 PM CST (Saturday)
Major Purpose
Provides frontline support by delivering information and solutions to channel partners, customers, and company personnel regarding product-related inquiries. Handles moderately complex policies, issues, and concerns to optimize customer satisfaction and retention. Products may include parts, whole goods, or product-related services.
Major Duties
- Provide advanced product and service information and respond to complex customer inquiries
- Record and process custom or special orders requiring coordination with additional teams
- Respond promptly to advanced issue escalations and provide managerial approvals when required
- Make outbound calls to assigned customers to build relationships and resolve queries or complaints
- Schedule follow-up actions and document all interactions in the CRM system to support customer retention and business development
- Conduct detailed customer interviews using multilevel scripts to clarify requirements
- Deliver exceptional customer service to encourage continued product and service usage
- Develop knowledge of company policies, procedures, and regulatory standards and ensure compliance
- Participate in ongoing training, coaching, and professional development activities
Enterprise Contact Center Overview
The Enterprise Contact Center Tier I team provides front-line technical support and information to customers. Technicians handle phone support while accurately documenting each interaction to ensure service quality and customer retention.
Primary Responsibilities & Common Call Types
- General product questions, availability, and compatibility
- Agricultural, residential, commercial turf, and golf product issues or complaints
- Warranty registration and extended warranty coverage
- Out-of-warranty assistance
- Parts and publication lookups
- Loyalty Rewards program inquiries
Required Skills, Knowledge, and Experience
- Strong interpersonal, negotiation, and conflict resolution skills
- Excellent written and verbal communication skills
- Minimum 6 months of customer service or support experience
- Proficiency with Microsoft Office applications
- Comfort and experience with consumer software applications
- Strong computer, research, and troubleshooting skills
- Ability to work extended support hours and occasional holidays
Desired Skills, Knowledge, and Experience
- Knowledge of agriculture, turf equipment, and utility vehicles
- Experience in agriculture or technology dealer channels
- Bachelor’s degree in Agriculture, Business, Communications, Engineering, IT, or related field
- Call center experience
- Strong troubleshooting and research skills
- Ability to speak confidently with customers
- Proven dependability and solid work history
- Reliable home internet and distraction-free workspace
Skills, Abilities, and Knowledge Areas
- Digital customer communication
- Service conversation mastery
- Customer issue navigation
- Relationship and loyalty building
- Customer-focused problem solving
- Service-to-sales approach
- Rapport building and in-depth questioning
- Understanding buyer motivations and handling indifference
Education
- Post-Secondary Non-Tertiary Education
Specific Position Requirements
- Training and mentoring conducted on the 8:00 AM – 4:30 PM shift for approximately 6 weeks
- Full productivity expected within 3–4 months from start date
- Limited travel to nearby Des Moines Works and Jensen Farms (approximately twice per year)
- Ride-along experience with a full-time company employee
Special Considerations
- Training includes 2 weeks of classroom learning and 2–4 weeks of on-the-job mentoring
- Primary responsibilities may focus on Tier I support
- Retention bonus of $1,000 after 3 months of employment
- Additional $1,000 bonus upon successful completion of the assignment
#ZR
Company DescriptionAs 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.
Company Description
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.