Company Generac Power Systems
Name Customer Experience Representative
Req # 61513
Location Jefferson CLEAN
Employment Type Full Time
Shift 1st
If you are good at what you do, you can work anywhere. If you are the best at what you do, come work at Generac. We didn't get voted "Best Places to Work" due to lack of opportunity! There has never been a better time to join Generac, the Industry leader in power generation, focused on the rapid growth of our clean energy technologies. We believe in investing in our employees and building your forever career here.
Our customer's come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and experiences not because it's the right thing to do, but because it makes our company stronger. You are never just another number here. You are the voice of Generac to our customer and we need you today!
Job Summary: The Customer Experience Representative provides excellent customer care to customers in a timely manner with an emphasis on providing accurate information, effective communication and issue resolution. During training, the hours of the position are Monday through Friday 8:00 am - 4:30 pm. Once training is complete, we are offering the following shift options:
- Monday through Friday 10:30 am - 7 pm with a rotating Saturday or Sunday shift every 5th weekend
- Monday through Thursday 8:30 am - 7 pm with a rotating Saturday or Sunday shift every 5th weekend
- Wednesday through Saturday 8:30 am - 7 pm
- Friday through Monday 8:30 am - 7 pm
Essential Duties and Responsibilities:
- Provides excellent customer care to customers in a timely manner.
- Provides accurate information to customers in a friendly manner.
- Seeks out answers to questions within the materials and tools available.
- Escalates calls as appropriate ensuring a soft transition if an inquiry is beyond scope of knowledge.
- Achieves incoming call goals.
- Maintains product knowledge through training and continuing education.
- Fosters a positive team atmosphere in all functions of Customer Support.
- Maintains a "customer first" attitude at all times.
- Performs other duties as assigned.
- Act as SAP Super User within functional area as assigned.
- Minimal Qualifications:
- High School Diploma or GED;
- 6 months of experience in a customer support role.
Preferred Qualifications:
- High proficiency with Microsoft Office Suite (e.g., Word, Excel, Outlook);
- Intermediate computer skills;
- Excellent verbal and written communication skills;
- Strong customer service skills;
- Excellent problem-solving skills;
- Ability to keyboard 40 wpm while on the phone with customers;
- Ability to provide customer friendly etiquette;
- Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner;
- Ability to troubleshoot issues, offer accurate information;
- Ability to work independently with a high attention to detail;
- Availability to work first shift hours;
- Accurate grammar, punctuation and spelling; and can do attitude;
- Previous experience using SAP or equivalent ERP.
Physical Demands: 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 include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
Great Reasons to work for Generac:
- Competitive Benefits: Health, Dental, Vision, 401k and many more
- State-of-the-art facility with an onsite gym, walking trails, cafe, free parking and many employee activities
- Scheduled events throughout the year that allow our employees, both current and retirees, to gather together and enjoy their time with their families and co-workers
- Enjoy summer hours (Memorial Day - Labor Day)
- Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits many employees volunteer their time with the customer support team or on the production line while others go right into storm-affected areas to repair generators
- We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days. Each Friday we relax in our jeans!
- Product loan and discount programs
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."