At Generac, our people help make the world safer, brighter, and more productive. We are united by our efforts to inspire change for a better world; impact our people and community; influence and achieve positive results; and innovate the industry. Our shared goals allow people with diverse backgrounds and points of view to work together, bringing our global customers peace of mind through reliable products and exceptional support.

Job Summary: The Post-Sales Support II is a key contributor in delivering Generac’s “Customer First” promise and is responsible for providing accurate information, effective communication and issuing resolution to their customers. They will work daily with post-sales issues such as incorrect billing, return of product and warranty exchanges while supporting multiple distribution channels.

Essential Duties and Responsibilities:

• Transact moderately complex credit memos, return requests, no charge parts, and incorrect billing exchanges. Work cross functionally with teams to find resolution for the customer. Prioritize and ensure steady workflows for all assigned distribution channels.
• Triage email inboxes for department
• Provide excellent customer service over the phone and via email communication as required for Tier I Escalations
• Assists with Post Sales Support II Queue as needed
• Other duties as assigned

Minimal Qualifications:

• High School Diploma or GED
• 1 year of experience in a customer service role

Preferred Qualifications:

• Previous SAP or other ERP system experience

Knowledge, skills and abilities

• Ability to type while assisting customers on the phone
• Working proficiency with Microsoft Office Suite
• Ability to investigate a situation objectively and utilize strong analytical skills to help identify root cause and corrective actions
• Effectively de-escalate customer issues and complaints
• Ability to work independently with a high attention to detail
• Advanced verbal and written communication
• Ability to stay calm under pressure

Physical demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus. Occasional travel.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Compensation package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Monday to Friday
• Overnight shift

Work Location: In person