Customer Support Representative II | 38730 - Cerebral Staffing, LLC

Join Cerebral Staffing, LLC on site at our client John Deere in Urbandale, IA as a Customer Support Representative II!

Location: Urbandale, IA - Hybrid

Duration of Role: 3+ years

Pay: $18.26 / hourly

Hours: Candidates must be able to work shifts during our business hours of Monday-Friday 7am-7pm, occasional holidays, weekends, and overtime based on the needs of the business.

Visa sponsorship is not available, now or in the near future, for this position.

DUTIES AND RESPONSIBILITIES:

·        Provides responses and/or solutions to customer, dealers, and/or Company personnel inquiries concerning problems and concerns of a moderately complex level.

·        Effectively documents customer, dealer, and/or company personnel interactions and issues relating to area of responsibility. Distributes additional product/service/policy information to customers, dealers, and Deere personnel.

·        Develops common solutions to problems with team members to maintain required service levels.

·        Maintains the accuracy and availability of customer related information on-line.

·        Assists in the promotion of John Deere products/services/programs through special program offerings, special mailings and pro-active user contact.

·        Negotiates with customers, dealers and company personnel to provide the proper policy execution and adequate resolution.

·        Provides front-line technical support/information/solutions to John Deere dealers and customers on Intelligent Solutions Group (ISG)product related inquiries, issues, and concerns to optimize customer satisfaction and retention.

·        Provide support via multiple channels (telephone, email, and chat) while effectively documenting each interaction within our case management system.

·        Create and maintain support tools/solutions available online.

·        A few of the 80+ products supported by this support team:

·        MyJohnDeere/Website-Dashboard, JDLink, Operations Center, Apex Farm Management, Stellar Support, Mobile Apps, GreenStar Displays, StarFire Receivers, JDLink Terminals, AutoTrac and machine guidance.

REQUIRED:

·        Skills in interpersonal communications, negotiation, and conflict resolution

·        Experience with customer service / support

·        High comfort level and experience with consumer software applications

·        Strong computer and troubleshooting skills

·        Ability to work off-shift hours and occasional holidays to support the business

·        Experience with data management

DESIRED:

·        Knowledge of agriculture customers

·        Agriculture operations experience, including Precision Farming experience

·        Prior work experience in Agriculture or Technology dealer channels

·        Bachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline

Additional notes:

Position offers pay increases based 6, 12 and 18 months. Position offers bonus after 6, 12 and 18 months of employment. Training and mentoring will be on 1st shift and last approximately 6 weeks. Limited travel to nearby Des Moines Works for a factory tour and to nearby Jensen Farms approximately twice a year. Will ride along with a Deere full-time employee.