Customer Experience Technical Representative 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. This role is Remote but must sit in Wisconsin to do training on-site for 4-6 weeks. The training schedule is Monday-Friday First shift.
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
- Minimum Job Requirements
- EducationHigh School Diploma or GEDCertification / License
- Work Experience 1 year experience in a customer service role or technical troubleshooting
- Communication: Excellent verbal and written communication skills
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel."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."
