Customer Experience Technical Representative - Weekend Back

Primary Purpose

The Customer Experience Technical Representative is a key contributor in delivering Generac’s “Customer First” promise. This role requires understanding of technical product information to provide informed decisions and recommendations. The role is responsible for providing excellent customer care by using knowledge of company products and resources to provide accurate information, answer questions, and ensure final resolution.

Major Responsibilities

• Ability to pass product and process testing following training
• Receives and documents all customer interactions in real time
• Corresponds to customer interactions via email, phone, text or chat
• Maintains contact center metrics including customer satisfaction, productivity and adherence
• Responds to and resolves customer technical and non-technical inquiries and issues
• Affords assistance to customers with installation and issue resolution in the moment
• Affords assistance to customers with troubleshooting issues and offers accurate information in the moment
• Sought out answers to customer questions utilizing the product material and tools available, remaining current on products, services, and promotions
• Maintains product knowledge through training and continuing education
• Escalates more complex inquiries or complaints appropriately to specialized teams
• Maintain Outlook email inbox, calendar, and tasks regularly
• Other duties as assigned

Minimum Job Requirements

• Education: High School Diploma or GED
• Work Experience: 1 year experience in a customer service role or technical troubleshooting
• Knowledge / Skills / Abilities: Technical Aptitude, Results Oriented, Supportive, Disciplined, Forward thinking, Analytical Thinking, Communication

Preferred Job Requirements

• Work Experience: Contact Center experience with troubleshooting, ERP: Previous experience using SAP or equivalent, CRM: Pervious experience using SAP or Salesforce, Office Platform: Basic use of Microsoft Office Suite including teams, outlook, calendar
• Bilingual Spanish

Physical Requirements and Working Conditions

• While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.
• The employee is regularly required to stand and walk.
• On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders.
• The employee must occasionally lift up to 25 pounds.
• Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.
• Occasional travel.