Job Description

Our client, in South Burlington VT is seeking technical support representatives to join their team. As a technical support representative you will be assisting customers with product issues, upsell warranties and extensions, collect data for improvement and deliver exceptional customer service. You are trained for the position. 

Job Title: Technical Support Representative

Location: South Burlington VT 

Pay Range: S tart off at $17.50, but if they are doing well, they can earn around $18.75 after 3 - 5 months, and around $20.25 after 9 - 11 months, etc. Plus 25% commission on all you sell. 

What’s the Job?

JOB SUMMARY:
The Technical Specialist I is an inbound and outbound contact center representative who is tasked with the specific responsibility to support customers in the field with technical questions and troubleshooting issues.

BASIC QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Three to six months customer service or mechanical experience and/or training; High School Diploma / GED or equivalent combination of education and experience.
• Ability to do sales, upselling, returns, warrantee, and credits.
• Basic computer skills and the ability to learn new software.

• Ability and desire to learn all mechanical aspects of equipment.
• Ability to regularly assemble/disassemble products and explain the process on the phone with customer.
• Regular and prompt attendance is required in this position.
• Must be able to fulfill scheduling needs of the call center. This includes but not limited to regular evening and weekend shifts. Overtime may be mandatory or optional
• Ability to speak clearly with good vocabulary to customers, other employees, service shops, and engine manufacturers’ representatives. 
• Written skills as needed to operate MACS (service tracks, order comments, and order entry) needed. 
• Other written skills minimal (message taking, completion of existing forms, invoice requests, correspondence, and lost machine form).
• This position is regularly exposed to credit card information, cost of goods, size of mailings, specific sales information, inventory levels, back orders, access to data base, and customer personal information.
• This position uses design changes in course of daily activities. Other above information is used as an awareness tool of problems that they may be dealing with.
• Ability to logically evaluate problems and formulate step by step solution or actions.
• Must be able to communicate clearly, professionally and in a friendly welcoming manner.
• Must be a positive and professional representative of Country Home Products.

PREFERRED QUALIFICATIONS:

• Theoretical engine mechanics and ability to describe some theoretical knowledge of all products.
• Application of theoretical knowledge (machine/engine) in a systematic troubleshooting process.

ESSENTIAL DUTIES AND RESPONSIBILITIES: These are the current duties and responsibilities, which may be adjusted depending on priorities, staff time available and business needs. Other duties may be assigned as required.

• Explain machine warranty and apply it in each unique customer situations.
• Bring important technical information to a supervisors or leads attention.
• Will upsell during each call where appropriate, and use salesmanship to maximize the revenue for each call.
• Enter a thorough service track after each call.
• Call independent power equipment shops all over the country in order to set up shop visits for the customer.
• Actively listen and ask questions to understand customer need, proactively make part, service and sales suggestions based on the discovery of customer needs.
• Use objectives established for call quality as reported through call monitoring.
• Conform to the standards set for attendance and schedule adherence (breaks, lunches, trainings).
• Conform to all call handling standards established for a contact center representative including but not limited to average call length, customer hold time, idle and wrap-up time.
• Use inventory control and shipping software to process orders.
• Provide accurate and up to date information on DR products, CHP catalog products and Neuton branded products.
• Must respond with flexibility and receptivity to any and all corrective feedback provided by supervisors, leads and/or members of the training staff.
• Respond with flexibility and receptivity to any and all corrective feedback provided by supervisors and/or member of the training staff.
• Participate in outbound calling program trying to sell extended warranties and maintenance items.
• Ability to relay accurate technical information to CHP customers in a professional and friendly manner in order to satisfactorily resolve (for the customer and CHP) their machine issue.
• Conform to the contact center standards set forth for average call length, calls per hour, idle and wrap-up time.
• Possess excellent verbal skill in order to build rapport with customers.
• Possess solid working knowledge of CHP call center technologies.
• Possess a thorough working knowledge of CHP policies and procedures.
• Proactively pursues ongoing, consistent improvement in job performance.
• Maintains an open and receptive attitude toward all coaching, training, monitoring and corrective feedback.
• Ability to deliver exceptional sales results measured by but not limited to revenue per call, extended warranty upsell rate, and product related upsells.

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands –  Manpower, Experis, Talent Solutions, and Jefferson Wells  – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.

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