Customer Experience Technical Representative

Generac Power Systems - Jefferson, WI

Full-time

Jefferson, WI

Electrical Equipment, Appliance, and Component Manufacturing

About the position

The Customer Experience Technical Representative at Generac Power Systems plays a crucial role in delivering exceptional customer service and support. This position requires a strong understanding of technical product information to assist customers effectively, ensuring their inquiries and issues are resolved promptly. The representative will engage with customers through various communication channels, maintaining high standards of customer satisfaction and productivity.

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

Requirements

• High School Diploma or GED
• 1 year experience in a customer service role or technical troubleshooting
• 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