Location: Athens, AL
Type of Employment: Full Time
We are excited to introduce a new role for a John Deere Parts Connected Support Specialist.
This position is crucial in ensuring seamless support for our customers by managing roll-over calls, texts, and emails from our multiple locations. The ideal candidate will have extensive experience with John Deere equipment parts and a strong background in agriculture, lawncare, and construction equipment. This role demands excellent communication skills, technical expertise, and a passion for customer service.
Responsibilities:
- Provide effective solutions to customer needs in a timely manner via telephone, e-mail and other communication methods
- Accurately diagnose problems with precision hardware and software on products offered through the dealership and provide solutions, if applicable
- Serve as an internal resource for dealership employees to assist in providing customers with timely and accurate information
- Take responsibility to ensure customer interactions always result in an effective and timely solution
- Make outgoing calls in support of dealership department initiatives (Sales, Parts, Service, Integrated Solutions)
- Participate in ongoing training to continually develop technical knowledge and skill sets
- Develop and deliver training to customers and employees during off-season periods
- Meet requirements for contact center metrics (# of calls, problem resolution, etc.)
- Follow Case Management requirements (problem/resolution)
- Maintain a clean work area and perform work in a neat and orderly fashion
- Follow all safety rules and regulations in performing work assignments
- Complete all reports and forms required in conjunction with work assignments
- Account for all time on a time card and for all material used in performing assigned duties
Experience, Education, Skills and Knowledge:
- Outstanding customer service and communication skills
- Ability to problem solve by using all available resources (i.e. Service Advisor, Parts ADVISOR, DTAC/CCMS)
- Flexibility to travel to stores when required
- Ability to use standard desktop applications such as Microsoft Office and internet functions
- Ability to use the dealer business system and other programs specific to the position
- Ag industry knowledge preferred
Apply Now