Customer Support Representative

 •  Murphy USA Urbandale, IA

Less than 5 years experience  •  Automotive

Posted on 08/01/17 by Jagrity Priya
Urbandale, IA
Less than 5 years experience
Posted on 08/01/17 by Jagrity Priya

Customer Support Representative

Location: Urbandale, IA
Duration: 36 months

Provides information/solutions as frontline support to channel partners/customers/Company personnel on product related inquiries on moderately complex policies issues and concerns to optimize customer satisfaction and retention. (Note that products may include parts whole goods or product related services.)

Provides responses and/or solutions to customer dealers and/or Company personnel inquiries concerning problems and concerns of a moderately complex level. Effectively documents customer dealer and/or company personnel interactions and issues relating to area of responsibility. Distributes additional product/service/policy information to customers dealers and Client personnel. Develops common solutions to problems with team members to maintain required service levels. Maintains the accuracy and availability of customer related information on-line. Assists in the promotion of Clirnt products/services/programs through special program offerings special mailings and pro-active user contact. Negotiates with customers dealers and company personnel to provide the proper policy execution and adequate resolution.

Specific Position Requirements
Job Duties:
- Provide support via multiple channels (telephone, email, and chat) while effectively documenting each interaction within a case management 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 dealer and customer related information on-line
- Interface with other functional groups in order to respond to general inquiries

- 1+ years of customer support experience
- Experience in roles that require demonstration of excellent interpersonal communication, negotiation, and conflict resolution skills
- Demonstrated computer aptitude with basic computer software programs (e.g. Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, etc.)
- Ability to learn quickly and apply new computer systems/software knowledge to daily work activities
- Ability to use multiple resources to research and resolve problems

- 4-year degree
- Working knowledge or experience with Agriculture or dealer channels, and/or precision farming equipment
Troubleshooting / helpdesk experience
- Fluency in a foreign language (Spanish, Portuguese, German, French, Russian)

Additional Information:
Candidates with strong customer service skills preferably in a office / call center environment. The candidates need to have good communication, computer, including documentation, and analytical skills. We are not necessarily looking for individuals that have taken orders or provided general account information. Candidates who have worked in a helpdesk role where they performed troubleshooting would be ideal. Also looking for tenure in previous positions.

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