Customer Support Representative II
EPITEC, Johnston, IA, United States
Job Title:
Customer Support Representative II
Location:
Onsite in Johnston, Iowa
Job Type:
W2 Contract - 12 months
Expected hours per week:
40+ hours per week
Schedule:
Must be available to work any 8‑hour shift within the 7:00 AM – 6:00 PM Monday‑Friday support window, occasional 8:00 AM – 12:00 PM Saturday shift.
Pay:
$18.78 / hour ($1,000 bonus after 6 months and $1,000 after completion of assignment)
Job Summary The Enterprise Contact Center Tier I team provides front‑line technical support, information, and solutions to customers on product‑related inquiries, issues, and concerns to optimize customer satisfaction and retention. Technicians provide phone support while effectively documenting each interaction.
Common calls include:
General product questions, availability, compatibility
Ag, Residential and Commercial Turf, and Golf product issues/complaints
Warranty registration and extended warranty coverage
Out of warranty assistance
Parts and publications lookups
Loyalty Rewards programs
Required Skills, Knowledge, & Relevant Work Experience
Skills in interpersonal communications, negotiation, and conflict resolution.
Excellent written and verbal communication skills.
6+ months experience with customer service/support experience.
Proficiency with Microsoft Office products.
High comfort level and experience with consumer software applications.
Strong computer, research, and troubleshooting skills.
Ability to work support hours and occasional holidays to support the business.
Preferred Knowledge, Skills, Work Experience
Knowledge of agriculture, turf (mowers), and utility vehicles.
Prior work experience in Agriculture or Technology dealer channels.
Bachelor’s degree in Agriculture, Business, Communications, Engineering related field, IT, or a similar discipline.
Additional Information
Interviews will include behavioral based questioning; candidate will be asked to share specific examples. Emphasis on specific situations, actions taken, and results.
Training and mentoring will be on the 8‑4:30 pm shift and last approximately 6 weeks. Takes approximately 3‑4 months from start date to reach full productivity. Training will consist of 2 weeks of classroom training and an additional 2‑4 weeks of on‑the‑job training and mentoring with an experienced technician. The primary responsibilities for this opening could be for Tier 1 support.
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Customer Support Representative II
Location:
Onsite in Johnston, Iowa
Job Type:
W2 Contract - 12 months
Expected hours per week:
40+ hours per week
Schedule:
Must be available to work any 8‑hour shift within the 7:00 AM – 6:00 PM Monday‑Friday support window, occasional 8:00 AM – 12:00 PM Saturday shift.
Pay:
$18.78 / hour ($1,000 bonus after 6 months and $1,000 after completion of assignment)
Job Summary The Enterprise Contact Center Tier I team provides front‑line technical support, information, and solutions to customers on product‑related inquiries, issues, and concerns to optimize customer satisfaction and retention. Technicians provide phone support while effectively documenting each interaction.
Common calls include:
General product questions, availability, compatibility
Ag, Residential and Commercial Turf, and Golf product issues/complaints
Warranty registration and extended warranty coverage
Out of warranty assistance
Parts and publications lookups
Loyalty Rewards programs
Required Skills, Knowledge, & Relevant Work Experience
Skills in interpersonal communications, negotiation, and conflict resolution.
Excellent written and verbal communication skills.
6+ months experience with customer service/support experience.
Proficiency with Microsoft Office products.
High comfort level and experience with consumer software applications.
Strong computer, research, and troubleshooting skills.
Ability to work support hours and occasional holidays to support the business.
Preferred Knowledge, Skills, Work Experience
Knowledge of agriculture, turf (mowers), and utility vehicles.
Prior work experience in Agriculture or Technology dealer channels.
Bachelor’s degree in Agriculture, Business, Communications, Engineering related field, IT, or a similar discipline.
Additional Information
Interviews will include behavioral based questioning; candidate will be asked to share specific examples. Emphasis on specific situations, actions taken, and results.
Training and mentoring will be on the 8‑4:30 pm shift and last approximately 6 weeks. Takes approximately 3‑4 months from start date to reach full productivity. Training will consist of 2 weeks of classroom training and an additional 2‑4 weeks of on‑the‑job training and mentoring with an experienced technician. The primary responsibilities for this opening could be for Tier 1 support.
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