Customer Service ( REMOTE)

Job Title: Service Representative Location: Johnston, IA 50131 Duration: 5 Months Job Type: Contract Work Type: Remote Note: Visa sponsorship is not available, now or in the near future, for this position Pay Rate: $20-20/Hourly/W2

Overview: TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the brand name of Deere & Company, an American corporation that manufactures agricultural machinery, heavy equipment, forestry machinery, diesel engines, drivetrains used in heavy equipment, and lawn care equipment. Job Description: Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff. DUTIES: Researches, analyzes, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues. Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals. Contacts customers to resolve outstanding customer service issues. Assists supervisors in the continuous improvement of the customer service delivery process. Conducts customer service training for entry level staff. Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution. Specific Position Requirements As a Service Representative in the Contact Center for Client Financial, 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 Skills Needed 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 financial industry background with a growth mindset and ability to take feedback A private in-home workspace and personal ethernet cord are required, along with stable, high-speed internet - requirement is to have at least 30mbps download speed, 10mbps upload speed and be sure to post the speed tests on the questionnaire What Makes The Candidate Stand Out 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 TekWissen® Group is an equal opportunity employer supporting workforce diversity.