Customer Experience Technical Advocate

Generac Power Systems Inc
US - Wisconsin - Waukesha
January 28, 2025

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

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
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
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
Maintain Outlook email inbox, calendar, and tasks regularly

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
6 months technical troubleshooting internet support applications and mechanical experience

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, Skills and Abilities:

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, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law."

Read the full job description and apply online on the recuiter's web-site

Related Job Postings

Staff - Respiratory Therapist

Advocate Aurora Health

US - WI - WI - Oshkosh (Town)
January 26, 2025

Advocate Aurora Health is seeking a Respiratory Therapist for a job in Oshkosh (Town), Wisconsin. & Requirements • Specialty: Respiratory Therapist • Discipline: Allied Health Professional • Duration: Ongoing • 36 hours per week • Shift: nights • Employment Type: Staff Primary Location: 855 N...

Find Jobs Hiring Now Near You!

Get Jobilize Job Search Mobile App Now