Customer Support Representative II

Location: Johnston, IA (Onsite)
Pay: $18.00 - $20.00/hour
Type: Long Term Contract, W2
Schedule: Full-Time, Monday-Friday with occasional Saturday, holiday, and overtime requirements

Position Overview

Our client is seeking a Customer Support Representative II to join a fast-paced Enterprise Contact Center team in Johnston, Iowa. This role provides frontline support to customers by answering product-related questions, resolving issues, and delivering exceptional service to drive customer satisfaction and loyalty.

This is an onsite position supporting customers across agriculture, turf, utility vehicle, and related product lines. Candidates should be comfortable handling phone-based customer interactions, navigating multiple systems, and documenting customer contacts accurately.

Responsibilities

• Respond to customer questions regarding products, services, warranties, availability, and compatibility.
• Troubleshoot and resolve customer issues while providing a positive customer experience.
• Escalate complex concerns appropriately and follow established procedures.
• Document customer interactions and maintain accurate records in CRM systems.
• Process orders, service requests, and related customer transactions.
• Research product information, parts availability, and warranty details.
• Build customer relationships through professional communication and follow-up.
• Collaborate with internal teams to ensure timely issue resolution.
• Maintain knowledge of products, systems, policies, and industry best practices.

Qualifications

Required

• High School Diploma or GED required.
• Minimum 6 months of customer service or customer support experience.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications.
• Strong computer navigation, research, and troubleshooting skills.
• Comfortable learning multiple software systems and applications.
• Excellent interpersonal, conflict resolution, and problem-solving abilities.
• Ability to work flexible support hours, including occasional holidays and overtime.

Preferred

• Associate's Degree or higher.
• Knowledge of agriculture, turf equipment, mowers, or utility vehicles.
• Experience supporting customers within agriculture, equipment, dealer, or technology environments.
• Bachelor's degree in Agriculture, Business, Communications, Engineering, IT, or a related field.

Schedule & Training

• Support hours are between 7:00 AM and 6:00 PM CST Monday through Friday and 8:00 AM to 12:00 PM CST on Saturdays.
• Candidates must be available to work any assigned 8-hour shift within support hours.
• Initial training will be conducted on a Monday-Friday, 8:00 AM to 4:30 PM schedule.
• Training includes classroom instruction, hands-on learning, and mentorship with experienced team members.
• Position requires working onsite five days per week.

Why Apply?

• Competitive hourly pay.
• Structured training and ongoing development.
• Opportunity to gain experience supporting a respected industry leader.
• Team-oriented environment with opportunities to expand customer service and technical support skills.

Ready to get started? Apply today to join a customer-focused team supporting industry-leading products and customers.

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