Customer Support Representative
Three Point Solutions, Johnston, IA, United States
Job Title: Customer Support Representative
Client: Heavy Machine Manufacturing Company
Duration: 1 Year
Location: Johnston, IA 50131
Shift: Monday-Friday: 7:00 AM - 6:00 PM CST
Saturday: 8:00 AM - 12:00 PM CST
Role Overview (Major Purpose) • Provide frontline product and service support to customers, partners, and internal teams • Resolve moderately complex product inquiries and issues • Improve customer satisfaction and retention
Key Responsibilities (Major Duties) • Provide advanced product and service information • Answer complex customer questions • Process custom and special orders • Coordinate with internal teams for order delivery • Handle escalated customer issues • Obtain managerial approvals when required • Make outbound calls to assigned customers • Build and maintain customer relationships • Act as first contact for customer complaints and queries • Schedule follow-up actions and update CRM system • Document all customer interactions accurately • Interview customers using multi-level sales scripts • Collect and clarify customer requirements • Deliver exceptional customer service • Follow company policies and regulatory standards • Request supervisor approval for procedure exceptions • Participate in training and skill development • Stay updated on technology, regulations, and industry best practices
Customer Support Scope • Provide front-line technical support • Handle phone-based customer support • Document every customer interaction • Support customer satisfaction and retention
Common Call Types • General product questions • Product availability and compatibility • Agriculture, turf, and golf equipment issues • Warranty registration and coverage • Out-of-warranty assistance • Parts and publications lookup • Loyalty Rewards program support
Skills & Competencies • Digital communication with customers • Strong service conversation skills • Customer problem resolution • Relationship building • Customer-focused mindset • Sales through service • Rapport building • In-depth questioning • Handling buyer objections • Understanding customer motivations
Required Skills & Experience • Strong interpersonal communication skills • Negotiation and conflict resolution skills • Excellent verbal and written communication • Minimum 6 months customer service experience • Proficiency in Microsoft Office • Comfortable using consumer software • Strong computer and research skills • Troubleshooting ability • Ability to work extended support hours and holidays
Education • Post-secondary non-tertiary education
#ZR
Role Overview (Major Purpose) • Provide frontline product and service support to customers, partners, and internal teams • Resolve moderately complex product inquiries and issues • Improve customer satisfaction and retention
Key Responsibilities (Major Duties) • Provide advanced product and service information • Answer complex customer questions • Process custom and special orders • Coordinate with internal teams for order delivery • Handle escalated customer issues • Obtain managerial approvals when required • Make outbound calls to assigned customers • Build and maintain customer relationships • Act as first contact for customer complaints and queries • Schedule follow-up actions and update CRM system • Document all customer interactions accurately • Interview customers using multi-level sales scripts • Collect and clarify customer requirements • Deliver exceptional customer service • Follow company policies and regulatory standards • Request supervisor approval for procedure exceptions • Participate in training and skill development • Stay updated on technology, regulations, and industry best practices
Customer Support Scope • Provide front-line technical support • Handle phone-based customer support • Document every customer interaction • Support customer satisfaction and retention
Common Call Types • General product questions • Product availability and compatibility • Agriculture, turf, and golf equipment issues • Warranty registration and coverage • Out-of-warranty assistance • Parts and publications lookup • Loyalty Rewards program support
Skills & Competencies • Digital communication with customers • Strong service conversation skills • Customer problem resolution • Relationship building • Customer-focused mindset • Sales through service • Rapport building • In-depth questioning • Handling buyer objections • Understanding customer motivations
Required Skills & Experience • Strong interpersonal communication skills • Negotiation and conflict resolution skills • Excellent verbal and written communication • Minimum 6 months customer service experience • Proficiency in Microsoft Office • Comfortable using consumer software • Strong computer and research skills • Troubleshooting ability • Ability to work extended support hours and holidays
Education • Post-secondary non-tertiary education
#ZR