Major Purpose
Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies, issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts, whole goods or product related services.) Mettova Employees - This is not your complete job description. Please contact your manager to get your complete job description.

Major Duties
• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills, Abilities, Knowledge
• Leverages Digital Communications with Customers
• Masters Service Conversations
• Navigates Customer Challenges
• Strengthens Customer Connections
• Customer-Focused Approach
• Builds Customer Loyalty
• Service Into Sales
• In-Depth Questioning
• Initiates Compelling Sales Conversations
• Builds Rapport
• Knows the Buying Influences
• Manages Buyer Indifference
• Understands Issues/Motivations

Education
• Post-Secondary Non-Tertiary Education

Work Experience
• Very limited (0 to 3 months)
• Experienced practitioner able to work unsupervised (13 months to 3 years)

Position Title: Customer Support Representative II

Specific Position Requirements: Technical support position for E-Commerce Customer Support

**Manager’s max bill rate is ***/hr**

This position will require a Bi-Lingual individual to be fluent in Spanish, as well as English.

Please note: Currently this position is strictly a contingent position and we do not have expectations to transition this position into a full-time employment role. Contingents are eligible to seek full time employment within *** and can monitor for positions through the *** careers page.

This position offers a retention bonus after 6, 12, and 18 months of employment.
This position offers pay increases based on 6, 12, and 18 months of employment.
Retention bonuses and pay increases are forfeited for those who do not complete their assignments or end assignments early. Subject to review.

PRIMARY RESPONSIBILTIES & DUTIES: The ISG R4 (Region 4) support team provides front-line technical support/information/solutions to *** dealers and customers on Intelligent Solutions Group (ISG)product related inquiries, issues, and concerns to optimize customer satisfaction and retention. Technicians provide support via multiple channels (telephone, email, and chat) while effectively documenting each interaction within our case management system. Technicians also 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 REQUIRED SKILLS, KNOWLEDGE,&RELEVANT WORK EXPERIENCE:
* Fluent in Spanish
* 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 SKILLS, KNOWLEDGE, & RELEVANT WORK EXPERIENCE:
* 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

Contact Center is open from 5am - 5pm CST, Monday - Friday
· Occasional holidays, weekends and overtime based on the needs of the business
· Candidate must be available to work any 8-hour shift within the 7am-6pm support window.
· Candidate will work on-site (*** Financial - Johnston, IA) five days a week with the option to work from home on Friday's

SPECIAL CONSIDERATIONS:
· Training and mentoring will be on the 8-4:30am shift and last approximately 6 weeks.
· Takes approximately 3-4 months from start date to reach full productivity.
· 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.

Onboarding Attendance Policy:
Contingent employees within their training period (about 5-7 weeks of employment) are not eligible to take any time off. Unexcused absences and/or tardiness during training and mentoring days could result in immediate termination. To determine if an absence is excused work with your direct supervisor.

Interviews will include behavioral based questioning
· Candidate will be asked to share specific examples

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

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”