Service Representative

John Deere•Johnston, IA

8h•Remote

About The Position

There are over 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we're all about at John Deere. And it's why we're investing in our people and our technology like never before! Here the world's brightest minds are tackling the world's biggest challenges. If you believe one person can make the world a better place, we'll put you to work. RIGHT NOW. John Deere is an equal opportunity employer, including disabled & veterans. Primary Location: United States (US) - Iowa - Johnston Function: Customer Experience (CA) Title: Service Representative - 118442 Onsite/Remote:Remote Position This position is eligible for remote work at the present time. The arrangement may be delayed for training or other job acclimation purposes and remains subject to change. Your Responsibilities As a Service Representative in the Contact Center for John Deere Financial (JDF), working remotely, you will be researching and resolving inquiries received via inbound calls from customers and channel partners (dealers, merchants, and sponsors) on a variety of finance products to achieve service level. In this position, you will also: • Document customer and channel interactions and enter descriptive information online in order to provide history and track issue resolution • Onboard/train new merchants and proactively offer services, solutions, and training to existing customers and channel partners • Resolve and make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents • Troubleshoot and assist customers and channel partners on JDF websites, systems, and transaction processing • Track trends and identify streamlined processes for customer, channel, and product concerns and inform/provide feedback to appropriate departments or units POSITION HOURS: The selected candidate will be assigned 40 hours a week between the hours of 7 a.m. to 6 p.m. CST Monday-Friday and 8 a.m. to 12 p.m. CST Saturday. Some Saturdays and holidays will be required. Upon completion of training, the assigned hours for this position may vary based on business needs and will be discussed further in the interview process. Training hours for this position are planned for Monday-Friday 8:00 a.m. to 4:30 p.m. CST, but will be discussed further in the interview process. VISA Sponsorship is NOT available for this position

Requirements

Experience working in a call queue environment
Experience using multiple computer resources to independently gather appropriate information, research, and resolve customer issues
Strong attention to detail, with experience adjusting to shifting priorities and continuous change in a fast-paced work environment
Experience with technical online troubleshooting, such as registering, logging in, navigating customer accounts, etc.
Experience working in a team environment (remote or on-site), with the ability to communicate effectively and manage personal accountability to complete work
A growth mindset, with the ability to learn new information and computer systems/programs quickly
If working remote, a private in-home workspace and personal ethernet cord are required, along with stable, high-speed internet

Nice To Haves

Customer service experience in a financial environment
Experience being proactive on customer calls to educate and/or offer solutions
Experience with Agriculture, Consumer, or Construction/Forestry products and services
Experience identifying a work process/procedure to improve and being part of the implementation

Responsibilities

Document customer and channel interactions and enter descriptive information online in order to provide history and track issue resolution
Onboard/train new merchants and proactively offer services, solutions, and training to existing customers and channel partners
Resolve and make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents
Troubleshoot and assist customers and channel partners on JDF websites, systems, and transaction processing
Track trends and identify streamlined processes for customer, channel, and product concerns and inform/provide feedback to appropriate departments or units

Benefits

Flexible work arrangements
Highly competitive base pay and performance bonuses
Savings & Retirement benefits (401K and Defined Contribution)
Healthcare benefits with a generous company contribution in the Health Savings Account
Adoption assistance
Employee Assistance Programs
Tuition assistance
Fitness subsidies and on-site gyms at specific Deere locations
Charitable contribution match
Employee Purchase Plan & numerous discount programs for personal use