What are the responsibilities and job description for the Customer Support Representative position at Acro Service Corp?
Job Title: Customer Support Representative II
Duration: 24 months
Location: Johnston, IA
JOB DESCRIPTION
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
· 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.
BENEFITS:
Medical, dental, vision, life, disability, EAP, and 401(k).
The Company is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.