| Location | Johnston, IA |
| Job Type | Contractor |
| Salary | $15–$18 Per Hour |
Job Title: Customer Support Representative II
Client: Heavy Machine Manufacturing Company
Location: Johnston, IA 50131
Duration: 12 Months
Regular Shift: Monday–Friday | 7:00 AM – 6:00 PM CST
Saturday | 8:00 AM – 12:00 PM CST
Training: 8:00 AM – 4:30 PM CST | Approximately 6 Weeks
Description:
Job Overview
Provide Tier I technical support to customers by phone, addressing product questions, issues, complaints, warranty inquiries, parts information, and other product-related concerns while delivering excellent customer service.
Key Responsibilities
· Provide front-line technical support and product information to customers.
· Handle customer inquiries, issues, and complaints while maintaining customer satisfaction.
· Provide phone support and accurately document each customer interaction.
· Research and troubleshoot product-related issues.
· Assist customers with: Product questions, availability, and compatibility, Agriculture, Residential/Commercial Turf, and Golf products, Warranty registration and extended warranty coverage, Out-of-warranty assistance, Parts and publication lookups, Loyalty Rewards programs
· Work effectively with customers and internal teams to resolve issues.
Required Qualifications
· 6+ months of customer service/support experience.
· Excellent verbal and written communication skills.
· Strong interpersonal, negotiation, and conflict-resolution skills.
· Proficiency with Microsoft Office.
· Comfortable using consumer software applications.
· Strong computer, research, and troubleshooting skills.
· Ability to work required support hours and occasional holidays.
Preferred Qualifications
· Knowledge of: Agriculture, Turf equipment/mowers, Utility vehicles
· Previous experience in Agriculture or Technology dealer channels.
· Bachelor's degree in: Agriculture, Business, Communications, Engineering, IT, Related field
Heavy Machine Manufacturing Company