Customer Experience Technical Representative - Weekend Back

We believe power is a promise - a shared commitment to be there for others when it matters most.

For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.

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Primary Purpose

The Customer Experience Technical Representative 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 and resources to provide accurate information, answer questions and ensure final resolution.

We are looking for people who will be able to work from Fridays to Tuesdays consistently. Each shift is 8 hours long and will start between 7:00am CT - 10:00am CT depending on the schedule.

Major Responsibilities
Ability to pass product and process testing following 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
Assists customers with troubleshooting issues and offer accurate information 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 inquiries or complaints appropriately to specialized teams
Maintain Outlook email inbox, calendar, and tasks regularly
Other duties as assigned and the following:
Flexible to work overtime hours to meet customer & business need
Data entry

Minimum Job Requirements
Education
 High School Diploma or GED

Work Experience
 1 year experience in a customer service role or technical troubleshooting
Knowledge / Skills / Abilities
Technical Aptitude: Ability to excel at 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

Preferred Job Requirements

Work Experience
 Contact Center experience with troubleshooting
Experience handling a high volume of inbound calls
ERP: Previous experience using SAP or equivalent
CRM: Pervious experience using SAP or Salesforce
Office Platform: Basic use of Microsoft Office Suite including teams, outlook, calendar
Bilingual Spanish

Physical Requirements and Working Conditions
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 the 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, national origin, disability status, protected veteran status, or any other characteristic protected by law.”