Providing technical support of desktop computers and related technology for Generac Power Systems. Handling complex support with assistance, including user queries and training.
About the role
- Technical Customer Support Representative resolving customer inquiries and providing portal access support. Responsible for account changes, disputes, and contract administration.
Responsibilities
- Onboarding & Customer Portal Support: Initiate new customer set up and portal access. Monitor set up process and address delays to ensure safety and compliance requirements are completed. Initiate account changes (bank account, address, etc.) as needed. Provide customer information on how to do business with CHS and utilize digital tools.
- Contracting & Order Support: Provide customers with posted bids and price sheet quotes. Work with customers to ensure contract policy is followed, including gathering contract signatures, following up on unfulfilled contracts and over-applied bushel designation, etc. Also, general pricing and invoice/ticket application ownership and questions. Support and facilitate activities related to product delivery, order fulfillment, contract amendments and confirmation, and billing/payment balances.
- Billing & Grain Payment Inquiries: Facilitate customer inquiries related to customer and settlement payments, prepay balance, invoice and payment/contract status and reprinting documents upon request. Intake payments and provide explanation of how to apply.
- Disputes & General Support: Intake all types of customer disputes such as delivery issues, invoices, contract and pricing discrepancies, and quality. Provide general support including location wait times, where to send payment, and hours of location operation. Provide support for 1099 and patronage statement inquiries.
- Contract Administration: Review contract details provided by sales team to ensure accuracy. Precisely execute contract creation and amendments. Electronic document management. Compile and distribute relevant reports for stakeholders. Monitor contract performance and track form status for compliance.
- Other duties and responsibilities as needed or assigned.
Requirements
- 1+ years of experience in Customer Service and Technical Support
- High School diploma or GED
- Strong written and verbal communication skills
- Proficient with MS Word, Excel, and PowerPoint
- Ability to work extended hours to meet business demands
- Ability to read, write and communicate in Spanish, preferred
Benefits
- medical
- dental
- vision
- wellness programs
- life insurance
- health and dependent care spending accounts
- paid time off
- 401(k)
- pension
- profit sharing
- short- and long-term disability
- tuition reimbursement
- adoption assistance
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