Generac

Customer Experience Technical Representative, Bilingual

Generac

full-time

Posted on:

Location Type: Office

Location: Pewaukee • Wisconsin • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Job Level

Junior

About the role

  • Understanding of technical product information to provide informed decisions and recommendations
  • Providing excellent customer care by using knowledge of company products and resources to provide accurate information, answer questions and ensure final resolution
  • 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 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
  • Data entry
  • Other duties assigned

Requirements

  • High School Diploma or GED
  • 1 year experience in a customer service role or technical troubleshooting
  • Bilingual French or Spanish proficiency
  • Contact Center experience with troubleshooting
  • Experience handling a high volume of inbound calls
  • Previous experience using SAP or equivalent
  • Previous experience using SAP or Salesforce
  • Basic use of Microsoft Office Suite including teams, outlook, calendar
Benefits
  • Customer satisfaction
  • Flexible to work overtime hours to meet customer & business need

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical troubleshootingdata entrycustomer careinstallation assistanceissue resolutiontroubleshootingcontact center metricsinbound call handlingproduct knowledgebilingual proficiency
Soft skills
customer satisfactioncommunicationproblem-solvingadaptabilityattention to detailtime managementteam collaborationescalation managementinterpersonal skillsorganizational skills
Certifications
High School DiplomaGED