Customer Support Representative II, Des Moines

Our Client, an Agriculture Products company, is looking for a Customer Support Representative II for their Johnston, IA location.

 

Responsibilities:

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.

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.

Leverages Digital Communications with Customers

 

Requirements:

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

Post-Secondary Non-Tertiary Education

Work Experience: Very limited (0 to 3 months)

Experienced practitioner able to work unsupervised (13 months to 3 years)

Technical support position for E-Commerce Customer Support

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

 

Why Should You Apply?

Excellent growth and advancement opportunities

 

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.