Customer Experience Technical Representative - Weekend Front

We believe power is a promise - a shared commitment to be there for others when it matters most.

For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.

Ready to Power a Smarter World with us?

The Customer Experience Technical Representative 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 and resources to provide accurate information, answer questions and ensure final resolution.

We are looking for people who will be able to work from Thursdays to Mondays consistently. Each shift is 8 hours long and will start between 7:00am CT - 10:00am CT depending on the schedule.

Major Responsibilities
Ability to pass product and process testing following 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
Assists customers with troubleshooting issues and offer accurate information 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 inquiries or complaints appropriately to specialized teams
Maintain Outlook email inbox, calendar, and tasks regularly
Other duties as assigned and the following:
Flexible to work overtime hours to meet customer & business need
Data entry

Minimum Job Requirements

Education

High School Diploma or GED

Certification / License

Work Experience

1 year experience in a customer service role or technical troubleshooting

Knowledge / Skills / Abilities

Technical Aptitude: Ability to excel at 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

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”