What are the responsibilities and job description for the Technical Call Center Technician position at Revels Turf & Tractor LLC?
Description:
Title: Technical Call Center Technician
Reports to: Customer Experience Manager
Position summary: This position is responsible for the daily functions related to assisting in support of centralized customer and product support functions. This person will perform all duties in accordance with Revels’ policies and procedures.
Essential duties (including, but not limited to):
- Provide technical support to customers for John Deere and various allied equipment
- Open and review work orders for various service transactions
- Maintain and follow up on work orders
- Utilize and interact with co-workers and mobile technicians as needed to provide service issue resolutions
- Monitor and provide support for Expert Alerts, and DTC notifications
- Utilize John Deere Service Center, CCMS/DTAC, Expert Connect, and all other John Deere resources required by Revels
- Answer phone calls in the call center, return missed calls, and messages.
- Utilize all necessary documents/spreadsheets in order to assist customers on various types of calls and requests.
- Service as a technical communicator (TC)
- Must have at least 3 years of mechanical experience with John Deere golf equipment and John Deere online systems.
- 3 years of familiarity with a variety of the field’s concepts, practices, and procedures.
- Ability to remain focused in a busy environment
- Strong interpersonal and customer service skills with the ability to speak professionally and courteously with customers and staff.
- Team player, willingness to adapt to necessary changes within the job description to better serve the company in challenging situations.
- Bilingual not required, but preferable due to some language barriers with a small portion of our customers.
- Experience with basic computer functions, and ability to learn new programs, and create and edit spreadsheets.
- Willingness to accompany technicians in the shop or on the road occasionally if requested by supervisor.
- Must participate in John Deere training as required by Revels, and complete are required classes in order to obtain certification.
Working Conditions:
- General office environment
- Some activities will be carried out in an outside storage yard for equipment, or in a shop environment.
- Occasionally, ride along with a mobile technician or salesperson to learn more about their daily routines.
Physical Requirements:
- Must be able to complete various activities in the work area that may require lifting, standing, and carrying, bending, stretching, kneeling, squatting, and sitting for extended periods of time.
- Must be able to lift/move 25 lbs. at a time.