Customer Support Representative

Job Title: Customer Support Representative Industry: Heavy Machine Manufacturing Location: Johnston, IA 50131 Shift: • Core Hours: 8:00 AM - 4:30 PM CST • Must be available to work within 7:00 AM - 6:00 PM • Weekend hours required on a rotating schedule • Occasional holiday support required Duration: 24 Months (Possible Extension) Work & Training: • Option to work from home Friday to Sunday after training completion • 2-3 weeks of classroom training (Monday-Friday, 8:00 AM - 4:30 PM) • Additional on-the-job training and mentoring with team members Key Responsibilities: • Provide front-line support to customers, dealers, and channel partners regarding products and services. • Respond to customer inquiries through social media, email, and website channels. • Resolve customer issues, complaints, and escalations while ensuring high customer satisfaction. • Process customer orders and coordinate with internal teams for fulfillment. • Maintain detailed customer records and interaction history in CRM systems. • Conduct customer interviews to understand needs and gather detailed requirements. • Build and maintain positive customer relationships. • Review and approve outbound social media content for accuracy and quality. • Monitor designated social media channels and respond to support requests. • Follow company policies, procedures, and compliance requirements. Social Media Support: • Support customers through Facebook, X (Twitter), Instagram, YouTube, TikTok, and other digital platforms. • Monitor social media conversations and respond professionally to inquiries. • Assist with brand engagement and customer retention initiatives. • Document all customer interactions accurately. Common Customer Inquiries: • Product information and compatibility questions. • Product issues and complaints. • Parts and publications requests. • Customer experience inquiries. • Loyalty rewards programs. • Agriculture, turf, golf, and utility vehicle product support. Required Skills: • Minimum 6 months of customer service or customer support experience. • Strong written communication skills. • Excellent interpersonal, negotiation, and conflict-resolution abilities. • Experience using social media platforms professionally or personally. • Strong computer, troubleshooting, and software application skills. • Ability to multitask across multiple communication channels. • Ability to work weekends and occasional holidays. Preferred Skills: • Experience using social media for business purposes. • Knowledge of agriculture, turf equipment, mowers, golf equipment, or utility vehicles. • Experience with dealer support or technology-related customer service. • CRM system experience. • Bachelor's degree in Agriculture, Business, Communications, Marketing, or related field. Benefits & Incentives: • Retention bonus opportunities at 6, 12, and 24 months. • Pay increases at 6, 12, and 24 months based on employment milestones. Experience: • 6+ months of customer service, technical support, social media support, or contact center experience required. • Experience in agriculture, equipment, manufacturing, retail support, or technology environments is a plus. #ZR