Support Specialist

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