Customer Support Representative
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About The Position
The Customer Support Representative will play a crucial role in supporting the John Deere e-Commerce Contact Center, specifically within the ISG R4 (Region 4) support team. This team is dedicated to providing front-line technical support, information, and solutions to John Deere dealers and customers regarding Intelligent Solutions Group (ISG) products. The primary goal is to optimize customer satisfaction and retention by addressing inquiries, issues, and concerns related to over 80 supported products, including MyJohnDeere/Website-Dashboard, JDLink, Operations Center, Apex Farm Management, Stellar Support, Mobile Apps, GreenStar Displays, StarFire Receivers, JDLink Terminals, AutoTrac, and machine guidance. Customer Support Representatives will engage with customers through various channels, including telephone, email, and chat, ensuring that each interaction is effectively documented within the case management system. The role requires the creation and maintenance of online support tools and solutions to enhance the customer experience. The Contact Center operates from 7 am to 7 pm CST, Monday through Friday, with four rotating shifts available: 7:00 am - 3:30 pm, 8:00 am - 4:30 pm, 9:00 am - 5:30 pm, and 10:30 am - 7:00 pm. Representatives must be available to work any 8-hour shift within this support window, with the opportunity to work from home on Fridays after completing training. Training and mentoring will occur during the 8:00 am - 4:30 pm shift for approximately six weeks, with full productivity expected to be reached within three to four months from the start date. Limited travel to nearby Des Moines Works for factory tours and Jensen Farms is required, approximately twice a year, where representatives will accompany a full-time Deere employee.
