Job Information
Generac Power Systems Customer Experience Technical Advocate in Jefferson, Wisconsin
We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Customer Experience Technical Advocate 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 to provide accurate information, answer questions and ensure final resolution.
Essential Duties and Responsibilities:
Provides best in class customer satisfaction on every interaction
Ability to pass product and process testing following intermediate product 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
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 inquires or complaints appropriately to specialized teams
Assists Tier I agents with customer escalations
Maintain Outlook email inbox, calendar, and tasks regularly
Other duties as assigned and the following:
Mentor Tier I agents
Flexible to work overtime hours to meet customer & business need
Data entry
Minimal Qualifications:
High School Diploma or GED
1 year experience in a customer service role or technical troubleshooting
6 months technical troubleshooting internet support applications and mechanical experience
Preferred Qualifications:
Contact Center experience with troubleshooting
Experience handling a high volume of inbound calls
ERP: Previous experience using SAP or equivalent
CRM: Previous experience using SAP or Salesforce
Office Platform: Basic use of Microsoft Office Suite including teams, outlook, calendar
Bilingual Spanish
Knowledge, Skills and Abilities:
Technical Aptitude: Ability to excel at intermediate technical tasks
Results Oriented: Achieves successful outcomes
Supportive: Provides encouragement to peers
Disciplined: Ability to reliably adhere to policy and process
Forward thinking: Continuous Improvement mindset
Ability to de-escalate: Conflict resolution skill set
Coachable: Open to learning and development
Responsibility: Accountability for honest and ethical conduct
Receptiveness: Open to receive information and its potential value
Empathy: The ability to express other experiences
Independent Initiative: Ability to think for themselves and act when necessary
Analytical Thinking: Ability to identify problems and solution
Communication: Excellent verbal and written communication skills
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 are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
Our success is directly tied to our employees’ professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect.
Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.
Generac Power Systems
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