Customer Experience Technical Representative - Weekend Front

About this role

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 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 • Assists customers with installation and issue resolution in the moment • Assists customers with troubleshooting issues and offer accurate information in the moment • Seeks 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 and the following: • Flexible to work overtime hours to meet customer & business need • Data entry

Minimum Job Requirements

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: Ability to excel at technical   tasks  

• Results Oriented: Achieves successful   outcomes  

• Supportive: Provides encouragement to peers  

• Disciplined: Ability to reliably adhere to policy and process  

• Forward thinking: Continuous Improvement mindset  

• Ability to de-escalate: Conflict resolution skill   set  

• Coachable: Open to learning and development  

• Responsibility: Accountability for honest and ethical conduct  

• Receptiveness: Open to receive information and its potential value  

• Empathy: The ability to express other experiences  

• Independent Initiative: Ability to think for themselves and act when   necessary  

• Analytical Thinking: Ability to   identify   problems and   solution  

• Communication: 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.”

Similar jobs

• Customer Experience Technical Representative - Weekend Front — Generac · Pewaukee, WI - USA | Jefferson, WI - USA
• Customer Experience Technical Representative - Weekend Back — Generac · Pewaukee, WI - USA | Jefferson, WI - USA
• Customer Experience Technical Representative - Weekend Back — Generac · Remote
• Customer Experience Technical Representative - Weekend Core — Generac · Pewaukee, WI - USA | Jefferson, WI - USA
• Customer Experience Technical Representative - Weekend Core — Generac · Remote
• Customer Experience Support, Weekends — J.B. Hunt · Lowell, AR - JB Hunt Corporate A & Marketing
• Patient Support Technician | Weekends — Avera Health · Sioux Falls, SD
• Customer Experience Representative — J.B. Hunt · Lowell, AR - JB Hunt Corporate A & Marketing