Date Posted:01/12/2024Hiring Organization:Rose InternationalPosition Number:456608Job Title:Customer Support Representative IIJob Location:Urbandale, IA, USA, 50322Employment Type:TemporaryEstimated Duration (In months):39Min Hourly Rate($):18.00Max Hourly Rate($):19.00Must Have Skills/Attributes:Communications, Customer Service, Troubleshooting

　　*Only those lawfully authorized to work in the designated country associated with the position will be considered.Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.*

　　Work Model: On-Site, HybridHours: Must be able to work shifts during our business hours of Monday-Friday 7am-7pm, occasional holidays, weekends, and overtime based on the needs of the business.

　　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.)

　　Duties:Provides responses and/or solutions to customer, dealers, and/or Company personnel inquiries concerning problems and concerns of a moderately complex level. Effectively documents customer, dealer, and/or company personnel interactions and issues relating to area of responsibility.Distributes additional product/service/policy information to customers, dealers, and John Deere personnel.Develops common solutions to problems with team members to maintain required service levels. Maintains the accuracy and availability of customer related information on-line.Assists in the promotion of John Deere products/services/programs through special program offerings, special mailings and pro-active user contact.Negotiates with customers, dealers and company personnel to provide the proper policy execution and adequate resolution.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 John Deere and can monitor for positions through the John Deere careers page.The ISG R4 (Region 4) support team provides front-line technical support/information/solutions to John Deere 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.

　　Additional Information:We work in a Hybrid format, some days from the office, some days from home.Position offers pay increases based 6, 12 and 18 monthsPosition offers bonus after 6, 12 and 18 months of employmentTraining and mentoring will be on 1st shift and last approximately 6 weeks.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 John Deere full-time employee.

　　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 and Relevant Work Experience:Skills in interpersonal communications, negotiation, and conflict resolutionExperience with customer service / supportHigh comfort level and experience with consumer software applicationsStrong computer and troubleshooting skillsAbility to work off-shift hours and occasional holidays to supp rt the businessExperience with data management

　　Desired Skills, Knowledge, and Relevant Work Experience:Knowledge of agriculture customersAgriculture operations experience, including Precision Farming experiencePrior work experience in Agriculture or Technology dealer channelsBachelor's degree in Agriculture, Business, Engineering related field, IT or a similar discipline

　　Benefits:For information and details on employment benefits offered with this position, please visithere{target="blank"}. Should you have any questions/concerns, please contact our HR Department via our securewebsite{target="blank"}.

　　California Pay Equity:For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' websitehere{target="_blank"}.

　　Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

　　If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise,please contact our HR Department{target="_blank"}.

　　Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).