Customer Support Representative II

Job Title: Customer Support Representative II
Industry: Heavy Machine Manufacturing
Location: Johnston, IA
Duration: 24 Months
Work Arrangement: Onsite – 5 Days/Week
Shift: 8-hour shift between 7:00 AM–6:00 PM CT, Monday–Friday. Saturday support: 8:00 AM–12:00 PM

Description:

Job Summary

We are seeking a Customer Support Representative II to provide frontline customer support, answer product-related questions, resolve customer issues, and deliver excellent service to customers, dealers, and internal teams. The role involves phone support, product information, warranty assistance, order processing, and accurate CRM documentation.

Key Responsibilities

• Respond to customer inquiries regarding products, services, availability, and compatibility.
• Support agricultural, residential and commercial turf, and golf equipment inquiries.
• Assist with warranty registration, extended warranties, and out-of-warranty support.
• Perform parts and publications lookups and provide loyalty program information.
• Process custom orders and coordinate with internal teams.
• Resolve customer complaints and escalated issues.
• Make outbound calls to assigned customers to build relationships.
• Document customer interactions, follow-ups, and updates in the CRM system.
• Identify customer needs, troubleshoot issues, and recommend suitable solutions.
• Maintain customer satisfaction and follow company policies and service standards.

Required Qualifications

• Minimum 6 months of customer service or customer support experience.
• Excellent verbal and written communication skills.
• Strong interpersonal, problem-solving, and conflict-resolution skills.
• Proficiency in Microsoft Office and consumer software applications.
• Strong computer, research, and troubleshooting skills.
• Ability to work onsite five days per week in Johnston, IA.
• Flexibility to work assigned shifts, occasional Saturdays, holidays, and overtime.

Preferred Qualifications

• Knowledge of agricultural equipment, mowers, turf equipment, or utility vehicles.
• Experience working with agricultural or technology dealer networks.
• Bachelor’s degree in Agriculture, Business, Communications, Engineering, IT, or a related field.
• Experience handling customer complaints, escalations, and complex inquiries.

Training

• Approximately 6 weeks of initial training and mentoring.
• Training shift: 8:00 AM–4:30 PM.
• Includes 2 weeks of classroom training and 2–4 weeks of on-the-job training.
• Full productivity may take approximately 3–4 months.

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.