What are the responsibilities and job description for the Precision Ag Support Specialist position at Mid-State Group Inc?
Reports to: Precision Ag. Specialist
Supervises: None
Purpose:
To increase customer satisfaction and loyalty by providing support for in-bound customer calls, text messages, & emails for products and services offered through the dealership.
Responsibilities:
- Provide effective solutions to customer needs in a timely manner via telephone, e-mail and other communication methods
- Accurately diagnose problems with precision hardware and software on products offered through the dealership and provide solutions, over the phone or in person
- Install and Setup Precision ag related equipment at Mid-State Equipment and customer locations
- Serve as an internal resource for dealership employees to assist in providing customers with timely and accurate information
- Take responsibility to ensure customer interactions always result in an effective and timely solution
- Make outgoing calls in support of dealership department initiatives (Sales, Parts, Service, Integrated Solutions)
- Participate in ongoing training to continually develop technical knowledge and skill sets
- Develop and deliver training to customers and employees during off-season periods
- Work on Saturday and/or Sundays in seasonal times of planting and harvest (March/April/May and September/October/November)
- Meet requirements for contact center metrics (# of calls, problem resolution, etc.)
- Follow Case Management requirements (problem/resolution)
- Maintain a clean work area and perform work in a neat and orderly fashion
- Follow all safety rules and regulations in performing work assignments
- Complete all reports and forms required in conjunction with work assignments
- Performs other duties as required and necessary
Experience, Education, Skills and Knowledge:
- Outstanding customer service and communication skills
- Ability to problem solve by using all available resources (i.e. Service Advisor, Parts ADVISOR,
- DTAC/CCMS)
- Flexibility to travel to stores and customer locations when required
- Ability to use basic set of tools to install and diagnose precision ag problems
- Ability to use standard desktop applications such as Microsoft Office and internet functions
- Ability to use the dealer business system and other programs specific to the position