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.

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

Ability to pass product and process testing following training; High School Diploma or GED; 1 year experience in a customer service role or technical troubleshooting; Excellent verbal and written communication skills; Work from Thursdays to Mondays consistently; Each shift is 8 hours long and will start between 7:00am CT - 10:00am CT depending on schedule; Remote but must sit in Wisconsin to do training on-site for 4-6 weeks