Customer Support Representative II - Customer Support

Key Responsibilities

• Provide customer support through social media, email, and web channels.
• Monitor designated social media platforms.
• Respond to customer inquiries and support requests.
• Review and approve outbound social media content for quality and accuracy.
• Document all customer interactions accurately.
• Troubleshoot and resolve customer concerns.
• Deliver exceptional customer service while maintaining customer satisfaction and retention.

Common Customer Inquiries

• Product questions, availability, and compatibility
• Agriculture equipment concerns
• Residential and commercial turf equipment issues
• Golf equipment inquiries
• Product complaints and troubleshooting
• Parts and publications lookups
• Loyalty Rewards programs
• General customer experience questions

Required Qualifications

• Minimum 6 months of customer service or customer support experience.
• Strong written communication skills.
• Excellent interpersonal communication, negotiation, and conflict resolution skills.
• Strong computer and troubleshooting skills.
• Comfortable using consumer software applications.
• Experience using social media platforms, including: Facebook, X (Twitter), Instagram, YouTube, TikTok.
• Ability to work occasional holidays.
• Ability to work variable schedules, including weekends.

Preferred Qualifications

• Experience using social media for business purposes.
• Experience working within agriculture or technology dealer channels.
• Knowledge of: Agriculture equipment, Turf equipment and mowers, Utility vehicles.
• Bachelor's degree in: Agriculture, Business, Communications, Marketing, Related field.