Customer Experience Technical Representative - Weekend Front

We believe power is a promise - a shared commitment to be there for others when it matters most.For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.Ready to Power a Smarter World with us?The Customer Experience Technical Representative is a key contributor in delivering Generac's "Customer First" promise. Being a Customer Experience Technical Representative requires understanding of technical product information to provide informed decisions and recommendations. This 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.We are looking for people who will be able to work from Thursdays to Mondays consistently. Each shift is 8 hours long and will start between 7:00am CT - 10:00am CT depending on the schedule.Major ResponsibilitiesAbility to pass product and process testing following trainingReceives and documents all customer interactions in real timeCorresponds to customer interactions via email, phone, text or chatMaintains contact center metrics including customer satisfaction, productivity and adherenceResponds to and resolves customer technical and non-technical inquiries and issuesAssists customers with installation and issue resolution in the momentAssists customers with troubleshooting issues and offer accurate information in the momentSeeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotionsMaintains product knowledge through training and continuing educationEscalates more complex inquiries or complaints appropriately to specialized teamsMaintain Outlook email inbox, calendar, and tasks regularlyOther duties as assigned and the following:Flexible to work overtime hours to meet customer & business needData entryMinimum Job RequirementsEducationHigh School Diploma or GEDCertification / LicenseWork Experience1 year experience in a customer service role or technical troubleshootingKnowledge / Skills / AbilitiesTechnical Aptitude: Ability to excel at technicaltasksResults Oriented: Achieves successfuloutcomesSupportive: Provides encouragement to peersDisciplined: Ability to reliably adhere to policy and processForward thinking: Continuous Improvement mindsetAbility to de-escalate: Conflict resolution skillsetCoachable: Open to learning and developmentResponsibility: Accountability for honest and ethical conductReceptiveness: Open to receive information and its potential valueEmpathy: The ability to express other experiencesIndependent Initiative: Ability to think for themselves and act whennecessaryAnalytical Thinking: Ability toidentifyproblems andsolutionCommunication: Excellent verbal and written communication skills"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."We believe power is a promise - a shared commitment to be there for others when it matters most.For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.Ready to Power a Smarter World with us?As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.