Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment.

Job Description:

• 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.) Duties: Provides responses and/or solutions to customer, dealers, and/or Company personnel inquiries concerning problems and concerns of a moderately complex level.
• Effectively documents customer, dealer, and/or company personnel interactions and issues relating to area of responsibility.
• Distributes additional product/service/policy information to customers, dealers, and Deere personnel.
• Develops common solutions to problems with team members to maintain required service levels.
• Maintains the accuracy and availability of customer related information on-line.
• Assists in the promotion of John Deere products/services/programs through special program offerings, special mailings and pro-active user contact.
• Negotiates with customers, dealers and company personnel to provide the proper policy execution and adequate resolution.

PRIMARY RESPONSIBILTIES & DUTIES:

In addition, you will:

• Work in a high-volume contact centre environment
• Assist customers with items such as parts requests, returns, payments and tool support
• Utilize multiple support channels including telephone, email, cases, and chat while effectively documenting each interaction within our case management system.
• Work-off shift hours and occasional holidays
• Assist with escalated support issues
• Mentor less experienced agents.

REQUIRED SKILLS REQUIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:

• Skills in interpersonal communications, negotiation, and conflict resolution
• Experience with customer service/support in similar field
• High comfort level and experience with consumer software applications
• Strong computer and troubleshooting skills

DESIRED SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:

• Professional experience with e-commerce products.
• Prior work experience in agriculture or technology dealer channels.

Education:

• bachelor's degree in agriculture, Business, Engineering related field, IT or a similar discipline

TekWissen® Group is an equal opportunity employer supporting workforce diversity.

Job Types: Full-time, Contract

Pay: $17.00 - $18.00 per hour

Experience:

• customer service: 1 year (Preferred)
• troubleshooting: 1 year (Preferred)
• consumer software applications: 1 year (Preferred)
• negotiation, and conflict resolution: 1 year (Preferred)

Work Location: Hybrid remote in Johnston, IA 50131

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