Customer Experience Technical Lead

Generac Power Systems • Jefferson, KS

288d

About The Position

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 Team Lead is responsible for providing day-to-day guidance, monitoring and coaching of daily work volumes to ensure their team is delivering Generac's 'Customer First' promise while meeting goals. This role manages escalated customer issues on our traditional line of generators, clean energy and connected products for the Customer Experience Technical Team. This team serves our residential consumers by providing mechanical and technical trouble shooting while using knowledge of company products and processes to provide accurate information, answer questions and ensure final resolution.

Requirements

• High School diploma or GED Certification / License
• 2 years customer service experience or technical troubleshooting
• 2 years of technical troubleshooting internet support applications and mechanical experience

Nice To Haves

• Associates or Bachelor's degree
• Previous experience training, mentoring, or leading a team
• Previous experience in a high-volume call center
• Previous experience of engine maintenance and troubleshooting, or previous experience troubleshooting solar applications

Responsibilities

• Product and Process Subject-Matter Expert
• Coaches agents on how to provide best in class customer satisfaction on every interaction
• Ability to pass product and process testing following advanced product training
• Receives and documents all customer interactions in real time
• Corresponds to customer interactions via email, phone, text or chat
• Sustains contact center metrics including customer satisfaction, productivity, and adherence
• Responds to and resolves escalated customer technical and non-technical inquiries and issues
• Assists customers with escalated installation and issue resolution in the moment
• Assists customers with escalated troubleshooting issues and offer accurate information in the moment
• Coaches agents on how to seek 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 leadership team
• Manages escalations from agents

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Electrical Equipment, Appliance, and Component Manufacturing
• Education Level: High school or GED