Job Details

Job Title: Customer Service Rep/Technical Support Rep

Location: West Fargo, ND, 58078

Duration: 6 Months

Job Type: Contract

Work Type: Onsite

Payrate:$27.00 - 27.00/hr.

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment.

Job Description:

Major Purpose

• Responds, consults and provides information/solutions to channel partners/customers/Company personnel on complex product support inquiries on policies, issues and concerns to optimize customer satisfaction and retention. Requires in-depth analysis to unstructured situations and may require careful interpretation, analysis or diagnosis in order to provide unique solutions.

Major Duties

• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.
• Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
• Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Help drive customer renewals through exceptional service, supporting the sales teams as required.
• Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills, Abilities, Knowledge

• Customer-Focused Approach
• Leverages Digital Communications with Customers
• Masters Service Conversations
• Navigates Customer Challenges
• Strengthens Customer Connections
• Builds Customer Loyalty
• In-Depth Questioning
• Initiates Compelling Sales Conversations
• Service Into Sales
• Builds Rapport
• Knows the Buying Influences
• Manages Buyer Indifference
• Understands Issues/Motivations

Education

• Short-Cycle Tertiary Education

Work Experience

• Experienced practitioner able to work unsupervised (13 months to 3 years)
• Basic experience of coordinating the work of others (4 to 6 months)

Major Purpose

• Provides information/solutions as frontline support to channel partners/customers/Company personnel on basic product related inquiries on policies, issues and concerns to optimize customer satisfaction and retention.

Skills, Abilities, Knowledge

• Understands Issues/Motivations
• Masters Service Conversations
• Navigates Customer Challenges
• Strengthens Customer Connections
• Builds Customer Loyalty
• In-Depth Questioning
• Initiates Compelling Sales Conversations
• Service Into Sales
• Builds Rapport
• Knows the Buying Influences
• Manages Buyer Indifference

Work Experience

• Must have previous Customer Support/Sales experience. Candidates who have both would be preferred.
• Sound experience and understanding of straightforward procedures or systems (7 to 12 months)

TekWissen Group is an equal opportunity employer supporting workforce diversity.