Customer Support Representative II

Three Point Solutions, Inc.

Johnston, IA
2 days ago

$18–$19 Per Hour
Contractor

Highlights

We are seeking a Customer Support Representative II to provide frontline customer support, answer product-related questions, resolve customer issues, and deliver excellent service to customers, dealers, and internal teams. The role involves phone support, product information, warranty assistance, order processing, and accurate CRM documentation.

Numbers & Facts

Location	Johnston, IA
Job Type	Contractor
Salary	$18–$19 Per Hour

Description

Job Title: Customer Support Representative II
Industry: Heavy Machine Manufacturing
Location: Johnston, IA
Duration: 24 Months
Work Arrangement: Onsite – 5 Days/Week
Shift: 8-hour shift between 7:00 AM–6:00 PM CT, Monday–Friday. Saturday support: 8:00 AM–12:00 PM

Description:

Job Summary

Job Responsibilities

Key Responsibilities

Respond to customer inquiries regarding products, services, availability, and compatibility.
Support agricultural, residential and commercial turf, and golf equipment inquiries.
Assist with warranty registration, extended warranties, and out-of-warranty support.
Perform parts and publications lookups and provide loyalty program information.
Process custom orders and coordinate with internal teams.
Resolve customer complaints and escalated issues.
Make outbound calls to assigned customers to build relationships.
Document customer interactions, follow-ups, and updates in the CRM system.
Identify customer needs, troubleshoot issues, and recommend suitable solutions.
Maintain customer satisfaction and follow company policies and service standards.

Qualifications

Required Qualifications

Minimum 6 months of customer service or customer support experience.
Excellent verbal and written communication skills.
Strong interpersonal, problem-solving, and conflict-resolution skills.
Proficiency in Microsoft Office and consumer software applications.
Strong computer, research, and troubleshooting skills.
Ability to work onsite five days per week in Johnston, IA.
Flexibility to work assigned shifts, occasional Saturdays, holidays, and overtime.

Preferred Qualifications

Knowledge of agricultural equipment, mowers, turf equipment, or utility vehicles.
Experience working with agricultural or technology dealer networks.
Bachelor’s degree in Agriculture, Business, Communications, Engineering, IT, or a related field.
Experience handling customer complaints, escalations, and complex inquiries.

Training

Approximately 6 weeks of initial training and mentoring.
Training shift: 8:00 AM–4:30 PM.
Includes 2 weeks of classroom training and 2–4 weeks of on-the-job training.
Full productivity may take approximately 3–4 months.

Skills

About Company

Heavy Machine Manufacturing Company