Epitec

Title : Customer Service Representative

Type · Hybrid work schedule : 2 days onsite / 3 days offsite - Tuesdays are required onsite, with either Wed / Thurs as additional onsite shift.

Overview

Support hours fall between the hours of 7am 6pm, Monday - Friday. Some Saturdays may be required. Candidate must be available to work any 8hr shift within the 7am-6pm support window.

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.

Responsibilities

• Address warranty assistance cases, working closely with customers to resolve warranty-related inquiries.
• Review non-warranty cases and provide comprehensive solutions.
• Collaborate with mass channel customers, including those from Lowes and Home Depot, on product-related issues.
• Manage John Deere product concerns regarding parts and manuals.
• Provide support to customers through phone and messaging channels.
• Utilize a research-based approach for responding to customer inquiries.
• Engage in thoughtful and meaningful conversations with customers.
• Pose probing questions to better understand customer needs.

Qualifications

Contact center experience preferred.

Strong troubleshooting skills; ability to research and find solutions. Creative problem solving.

Education : Bachelor's degree preferred; some college education or degree is advantageous.

Start Date : January 8th.

You should be proficient in :

• Customer Service

Last updated : 2024-03-23