Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment.

JOB DESCRIPTION: Specific Position Requirements: PRIMARY RESPONSIBILITIES & DUTIES:

• The Enterprise Contact Center 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 support via multiple channels (telephone, email, and chat) while effectively documenting each interaction.
• Approximately 10-15 calls/day
• Nearly all outbound calls are escalations from Tier I

Common calls and emails 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

IDEAL CANDIDATES SHOULD HAVE:

• Call Center experience
• 6 months experience with customer service / support experience.
• Efficient researching / troubleshooting skills
• High comfort level and experience with consumer software applications.
• Skills in interpersonal communications, negotiation, and conflict resolution.
• Excellent written communication skills
• Speak with confidence
• Proficiency with Microsoft Office products
• Solid work history and proven dependability

Candidates with the following skills and experience will stand out:

• Knowledge of agriculture, turf (mowers) and utility vehicles.
• Prior work experience in Agriculture or Technology dealer channels.
• Bachelor's degree in agriculture, Business, Engineering related field, IT or a similar discipline.
• Interviews will include behavioral based questioning
• Candidate will be asked to share specific examples
• 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 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 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.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.

Job Types: Full-time, Contract

Pay: $16.00 - $18.00 per hour

Work setting:

• In-person

Ability to Relocate:

• Urbandale, IA 50322: Relocate before starting work (Required)

Work Location: In person