Job Title: Customer Support Representative

Location: Johnston, IA

Assignment Length: 12 Months with a target start date of 3/9

Pay Rate: $18.78ph

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

Finding your ideal job can feel overwhelming, but KellyOCG is here to make it easier. We’re on the lookout for a skilled, contingent Customer Support Representative to join the innovative team at John Deere. This role could be the next exciting step in your career!

Please note: Currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within John Deere and can monitor for positions through the John Deere careers page.

Support hours fall between 7am – 6pm CST, Monday – Friday and 8 am – 12 pm CST, Saturday.

· Schedule may include occasional holidays and overtime based on the needs of the business.

· Candidate must be available to work any 8-hour shift within the 7am-6pm support window.

· Candidate will work on-site (John Deere Financial – Johnston, IA) five days a week

· Shifts are subject to change based on volumes.

SPECIAL CONSIDERATIONS:

· Training and mentoring will be on the 8am-4:30pm 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.

PRIMARY RESPONSIBILITIES & DUTIES:

The Enterprise Contact Center Tier I team provides front-line technical support / information / 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, AND 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.

DESIRED SKILLS, KNOWLEDGE, AND RELEVANT 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.

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