Customer Experience Technical Advocate - Pewaukee, United States - Generac Power Systems

Generac Power Systems
Generac Power Systems
Verified Company
Pewaukee, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
Company Generac Power Systems

Name Customer Experience Technical Advocate

Req # 65086

Employment Type Full Time

Shift 1st


At Generac, we bring our best energy to work every day and promote a drive to win while respecting others and supporting growth.

Join us, as we inspire change for a better world, positively impact our people and the community, influence and achieve positive results that support growth, and innovate the industry.

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


Essential Duties and Responsibilities:

Provides best in class customer satisfaction on every interaction
Ability to pass product and process testing following intermediate product training
Receives and documents all customer interactions in real time
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

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 inquires or complaints appropriately to specialized teams
Assists Tier I agents with customer escalations


Other duties as assigned and the following:
Mentor Tier I agents
Flexible to work overtime hours to meet customer & business need
Data entry


Minimal Qualifications:

High School Diploma or GED
1 year experience in a customer service role or technical troubleshooting


Preferred Qualifications:

Contact Center experience with troubleshooting
Experience handling a high volume of inbound calls

ERP:
Previous experience using SAP or equivalent

CRM:
Previous experience using SAP or Salesforce

Office Platform:
Basic use of Microsoft Office Suite including teams, outlook, calendar
Bilingual Spanish


Knowledge:


Technical Aptitude:
Ability to excel at intermediate 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


Physical demands:

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 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, national origin, disability status, protected veteran status, or any other characteristic protected by law."
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