Customer Support Representative II

Job Title: Customer Support Representative

Client: Heavy Machine Manufacturing Company

Duration: 24 months with possible extension

Location: Johnston, IA 50131

Shift: Mon–Fri, 7:00 AM–7:00 PM CST ,Must be able to work any 8-hour shift within operating hours ,

On-site: 5 days/week ,Shift timings: 7:00–3:30 | 8:00–4:30 | 9:00–5:30 | 10:30–7:00 CST

Major Responsibilities:

• Provide frontline customer support for parts, products, and services.
• Handle 15–20 inbound calls/day from customers and dealers.
• Respond to customer questions, complaints, and escalated issues.
• Process special/custom orders and coordinate with internal teams.
• Make occasional outbound calls for research, follow-up, and issue resolution.
• Document every customer interaction in the CRM/case management system.
• Research customer issues and provide accurate solutions.
• Build strong customer relationships and promote customer satisfaction and retention.

Requirements:

• 6+ months customer service/support experience; call center experience preferred.
• Knowledge of agriculture, turf equipment, or utility vehicles preferred.
• Experience with agriculture or technology dealer channels is a plus.
• Strong verbal and written communication skills.
• Excellent customer service, troubleshooting, and research skills.
• Confident handling customer questions and difficult conversations.
• Proficient with Microsoft Office and CRM/case management systems.
• Bachelor's degree in Agriculture, Business, Engineering, IT, or related field preferred.
• Reliable, dependable, and able to work occasional overtime/holidays.

Training

• Approximately 6 weeks of training/mentoring on the 8:00 AM–4:30 PM shift.
• Full productivity expected within approximately 3–4 months.
• On-site position; reliable internet and distraction-free environment required.

As a leading contract, contract-to-hire and professional placement firm, Three Point Solution understands the importance of aligning our client with the right resource at the right time. We are committed to the highest caliber of service that will benefit our clients, candidates and employees. Unlike large, corporate style recruiting firms, we commit to individualized attention that uniquely positions us to bridge the communication gap between recruiter, employer and candidate. Our goal is to cultivate and maintain true partnerships with our clients and candidates.