Support Specialist

4 months ago

Balcarres, Canada Pattison Agriculture Limited Full time

To fulfill Pattison Agricultures’ vision of GROWING, CONNECTING, AND EVOLVING we are looking for multiple Support Specialists with experience in parts to join our fast-paced, energetic organization. These positions are full-time roles and can be based out of any of our locations or the ability to work from home in a variety of time zones in Canada.
As a Support Specialist, you will collaborate with a team to provide interdepartmental customer communication support for all Pattison Ag locations, allowing our front-line teams to focus on delivering an engaging and responsive customer experience at the local branch level.

**Responsibilities**:

- Provide exemplary customer service through professional phone etiquette, listening attentively to customers, responding to customers in a timely manner, and supporting on-site employees to better serve customers.
- Provide flexibility through extended business hours, weekends, holidays, and when there is overflow call volume during high peak periods
- Manage large amounts of inbound and outbound communications and follow up on outstanding ticket inquiries in a timely manner
- Identify and document customer needs, clarify information, research issues, and provide solutions and/or alternatives to customer inquiries
- Collaborate with other department representatives to work directly with customers on various inquiries (when required) to ensure customer satisfaction and efficiently resolve problems
- Seize opportunities to promote and sell the company’s products/services when they arise
- Provide feedback on ways to improve communication and workflows between all internal and external stakeholders including our branches, departments, vendors, and customers
- Share best practices amongst colleagues as they are identified
- Execute administration tasks assigned to the Customer Support department that extend beyond phone call management
- Participate in special company/department projects assigned by the Support Team Manager
- Ensure our business system data (both internal and external: end customer) is maintained accurately and aligns with all other system’s data entry requirements
- Participation in meetings and training initiatives as required

**Requirements**:

- 10+ years of parts or experience (as a John Deere Parts Technician, in a customer-facing parts department role, or in a parts support role)
- Vocational or technical training in Red Seal Technician certification is a definite asset or a combination of education and experience
- Customer call/support center experience
- Strong interpersonal skills
- Familiarity with Customer Relationship Management (CRM) systems and practices
- Knowledge of the EQUIP business system
- Knowledge of John Deere’s Dealer Technical Assistance Center (DTAC) (also known as the Case and Contact Management System (CCMS))
- Knowledge of the John Deere parts systems
- Parts inventory management
- Multi-tasking

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