Customer Service Representative (Hybrid)

Company: Three Point Solutions, Inc.
Location: Johnston
Posted on: May 28, 2023

Job Description:

*Job title : Customer Service Representative II**Client : Heavy Machine Manufacturing Company**Duration : 3 years**Location : Johnston, IA, 50131**Shift* *: * *Monday-Friday 7am-7pm**Job Description:*The job entails providing frontline support to channel partners, customers, and Company personnel regarding product-related inquiries, policies, issues, and concerns to optimize customer satisfaction and retention. The products involved may include parts, whole goods, or product-related services.*Duties:** Responding to and resolving moderately complex inquiries, problems, and concerns from customers, dealers, and Company personnel.* Documenting customer interactions and issues effectively.* Distributing additional product/service/policy information to customers, dealers, and internal personnel.* Collaborating with team members to develop common solutions to problems and maintain service levels.* Ensuring accuracy and availability of customer-related information online.* Assisting in promoting products/services/programs through special program offerings, mailings, and proactive user contact.* Negotiating with customers, dealers, and internal personnel to ensure proper policy execution and satisfactory resolution.* Specific Position Requirements: These positions will be part of the E-commerce Customer Support Team in a Product Support Contact Center.*Special Considerations:** Candidates must be available to work shifts during business hours, including Monday to Friday from 7 am to 7 pm, occasional holidays, weekends, and overtime as required.* The work format is hybrid, with some days spent in the office and some days working from home.* Training and mentoring will be conducted on the 1st shift (8 am to 4:30 pm) and will last approximately 3 weeks.* Limited travel to nearby facilities may be required for continuous training events.*Primary Responsibilities & Duties:** Working in a high-volume contact center environment.* Assisting customers with parts requests, returns, payments, and tool support.* Utilizing multiple support channels such as telephone, email, cases, and chat, while accurately documenting each interaction within the case management system.* Working off-shift hours and occasional holidays, as well as assisting with escalated support issues.* Mentoring less experienced agents.*Desired Skills, Knowledge, & Relevant Work Experience:** Knowledge of various machines and equipment.* Professional experience with e-commerce products.* Previous work experience in agriculture or technology dealer channels.* Bachelor's degree in Agriculture, Business, Engineering, IT, or a related field.IND\_NITAlternative skills : Customer Service Representative, Customer Service, Call Center, Call Center Representative, Walgreens, JohnDeere, Teen, ReceptionistJob Types: Full-time, ContractSalary: $17.00 - $19.00 per hourShift:* Day shift* Morning shiftWeekly day range:* Monday to FridayWork setting:* In-personAbility to commute/relocate:* Urbandale, IA 50322: Reliably commute or planning to relocate before starting work (Required)Application Question(s):* Pre-Screening Questions1. Do you have any experience with working hybrid in a job position? Would you be comfortable working in a hybrid position with all trainings and meetings being virtual?At least 2 days in the office defined by supervisor2. Attendance during training and mentoring is critical. This period will last 3 months. Do you have any personal events scheduled during that time that would affect your attendance?3. Do you have experience with:a. Microsoft Office products - specifically Teams/similar platform like Zoom; Outlook - email and shared calendarb. multiple screensc. soft phone (phone through the computer)Experience:* Customer support: 3 years (Required)* E-commerce: 3 years (Required)* Microsoft Office: 3 years (Required)Work Location: One location

Keywords: Three Point Solutions, Inc., Des Moines , Customer Service Representative (Hybrid), Sales , Johnston, Iowa