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Service Representative

Date: Jul 11, 2019

Location: Madison, WI, US, 53717

Company: John Deere

There are 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we’re all about at John Deere. And it’s why we’re investing in our people and our technology like never before in our 175-year history. Here the world’s brightest minds are tackling the world’s biggest challenges. If you believe one person can make the world a better place, we’ll put you to work. RIGHT NOW.

Primary Location: United States (US) - Wisconsin (US-WI) - Madison 
Function: Administrative / Clerical
Title: Service Representative - 57174 

Your Responsibilities

 

This position may be located in either Johnston, Iowa or Madison, Wisconsin per the hiring manager's discretion. This may be dependent on the successful candidate's background, experience, and proficiency. 

 

As a Service Representative in the Customer Management Contact Center for John Deere Financial in Madison, Wisconsin or Johnston, Iowa, you will handle inbound calls from customers and channel partners (dealers, merchants and sponsors) to achieve service level as well as researching and resolving inquiries by phone, email and written correspondence on a variety of finance products. In this position, you will also: 

 

  • Document customer and channel interactions and enter descriptive information online in order to provide history and track issue resolution
  • Onboard/train new merchants and proactively offer services, solutions and training to existing customer and channel partners
  • Resolve or make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents
  • Troubleshoot and assist customers and channel on JDF websites, systems and transaction processing
  • Assist merchants/dealers with JDF Point-of-Sale options and installations
  • Work with assigned sales personnel and territory team to support the needs of the channel
  • Perform regular outbound relationship building calls to assigned merchants or customers needed
  • Track trends and identify streamlined processes for customer, channel and product concerns and inform/provide feedback to appropriate departments or units
  • Travel occasionally 
     

POSITION HOURS: Monday-Friday 7 a.m. to 6 p.m. and Saturday 8:00 a.m. to 12 p.m.  Target shifts are expected to be Monday - Friday 9:30 a.m. to 6:00 p.m., but may vary.  Some Saturdays and holidays required.
 

Visa sponsorship is NOT available for this position.
 

What Skills You Need  

 

  • Experience working in a Call Center environment or related customer service environment
  • Experience independently gathering appropriate information and diagnosing the cause of a problem before taking action with the ability to make independent decisions
  • Experience building strong working relationships with others inside and/or outside the organization
  • Experience with negotiation, conflict resolution, along with strong attention to detail and basic math skills
  • Demonstrated ability and experience managing multiple tasks in a fast-paced environment
  • Experience adjusting to shifting priorities and continuous changes in a work environment
  • Experience working in a team environment with the ability to earn trust and credibility completing own share of team's work and supporting team decisions
  • Experience with Microsoft products (Word, Excel, PowerPoint, Outlook, and SharePoint) with the ability to learn computer systems quickly and apply new knowledge
  • Ability to remain seated for long periods of time to perform telephone work in a call center environment
  • Experience using technology and multiple computer resources simultaneously to research and resolve customer issues

 
What Makes You Stand Out  

 

  • Customer service experience in a financial environment
  • Experience with Agriculture, Consumer or Construction/Forestry finance products and services
  • Demonstrated ability to identify and apply 'best practices' in work and improve efficiency by eliminating barriers and streamlining work processes 

 

Education (or equivalent work experience) 

 

  • Bachelor's degree 
     

No relocation benefits are available for this position.

 

What You'll Get

 

At John Deere, you are empowered to create a career that will take you to where you want to go. Here, you'll enjoy the freedom to explore new projects, the support to think outside the box and the advanced tools and technology that foster innovation and achievement. We offer comprehensive relocation and reward packages to help you get started on your new career path. Click here to find out more about our Total Rewards Package.

 

The information contained herein is not intended to be an exhaustive list of all responsibilities and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.

 

John Deere is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.

 


Nearest Major Market: Madison

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