There are 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 in our 175-year history. 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.
Primary Location: United States (US) - Iowa (US-IA) - Urbandale
Function: Customer & Product Support
Title: Customer Service Representative - 25798
Your Responsibilities
As a Customer Service Representative, at John Deere Intelligent Solutions (ISG) you will provide front-line technical support/information/solutions to John Deere dealers and customers on ISG product related inquiries, issues, and concerns to optimize customer satisfaction and retention. In addition you will:
- Provide support via multiple channels (telephone, email, and chat) while effectively documenting each interaction within the DTAC/CCMS system.
- Create and maintain support tools/solutions available online.
- Distribute additional product/service information that is helpful to the customers.
- Maintain the accuracy and availability of customer related information on-line.
- Work with other functional groups, such as DTAC, Product Support or Order Fulfillment, in order to respond to general inquiries.
- Be required to work a rotating shift between 1st, 2nd, and 3rd shift based on international support location.
*** U.S. visa sponsorship is NOT available for the role. ***
What Skills You Need
- 6 months of experience working with Intelligent Solutions Group products or comparable competitor solutions.
- 1 year of customer service/support experience.
- Experience in roles that required demonstration of excellent interpersonal communication, negotiation, and conflict resolution skills.
- Ability and willingness to work in a technical contact center.
- Ability and willingness to work off-shift hours and occasional holidays to support the international location of business.
- Demonstrated strong computer aptitude with basic computer software programs (e.g. Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, etc.).
- Demonstrated ability to learn quickly and apply new computer systems/software knowledge to daily work activities.
- Demonstrated ability to use multiple resources to research and resolve customer issues.
What Makes You Stand Out
Other areas of experience or interest that will help us place you on the right team include:
- Experience in roles that required demonstration of strong troubleshooting computer skills.
- Experience in roles that required a working understanding of John Deere dealer network and customers.
- Agriculture /farming operations experience, precision farming experience highly preferred.
- Experience working with Agriculture dealer channels or a demonstrated working knowledge of dealer channels.
- Experience working with a Customer Support Process, similar to the one used by John Deere.
- Proficiency with a foreign language (Spanish, Portuguese, German, French, Russian).
Education
Ideally, you will have a degree or equivalent work experience in the following:
- Bachelors of Arts/Science degree.
** Relocation benefits are NOT available for this position. ***
What You'll Get
At John Deere, you are empowered to create a career that will take you to where you want to go. Here, you'll enjoy the freedom to explore new projects, the support to think outside the box and the advanced tools and technology that foster innovation and achievement. We offer comprehensive relocation and reward packages to help you get started on your new career path. Click here to find out more about our Total Rewards Package.
The information contained herein is not intended to be an exhaustive list of all responsibilities and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.
John Deere is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.
