E-Commerce - Customer Support Representative

Description:

Major Purpose

Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.) Mettova Employees - This is not your complete job description. Please contact your manager to get your complete job description.

Major Duties

• Provide advanced product/service information and respond to complex customer questions about the product/service.

• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.

• Provide exceptional service to customers to encourage continued use of the organization's products/services.

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills, Abilities, Knowledge

• Leverages Digital Communications with Customers

• Masters Service Conversations

• Navigates Customer Challenges

• Strengthens Customer Connections

• Customer-Focused Approach

• Builds Customer Loyalty

• Service Into Sales

• In-Depth Questioning

• Initiates Compelling Sales Conversations

• Builds Rapport

• Knows the Buying Influences

• Manages Buyer Indifference

• Understands Issues/Motivations

Education

• Post-Secondary Non-Tertiary Education

Work Experience

• Very limited (0 to 3 months)

• Experienced practitioner able to work unsupervised (13 months to 3 years)

IDEAL CANDIDATES SHOULD HAVE:

· Knowledge of agriculture, turf (mowers) and utility vehicles

· Prior work experience in Agriculture or Technology dealer channels

· Bachelor’s degree in agriculture, Business, Engineering related field, IT or a similar discipline

· Call Center experience

· 6 months experience with customer service / support experience

· Efficient researching / troubleshooting skills

· Excellent written and verbal communication skills

· Speak with confidence

· Proficiency with Microsoft Office products

· Willingness to work occasional overtime and holidays

· Solid work history and proven dependability

· Reliable at home internet and a distraction free workplace

Interviews will include behavioral based questioning

· Candidate will be asked to share specific examples

Visa sponsorship is not available, now or in the near future, for this position.