Customer Experience Technical Representative - Weekend Front

About the role

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, and provides excellent customer care by using knowledge of company products and resources to answer questions and ensure final resolution.

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

Requirements

• Flexible to work overtime hours to meet customer & business needs
• Data entry

Qualifications

• Education: High School Diploma or GED Certification / License
• 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

Skills

• Technical Aptitude
• Results Oriented
• Supportive
• Disciplined
• Forward thinking
• Analytical Thinking
• Communication

Benefits

N/A

Pay

N/A

Schedule

Each shift is 8 hours long and will start between 7:00am CT - 10:00am CT depending on the schedule. Flexible to work overtime hours to meet customer & business needs.