Job Title

Customer Support Specialist We are DR Power, a Generac Company, professional power equipment done right. Established in 1985, we are a leader in the design and manufacture of professional-grade gas and battery-powered outdoor power equipment. We are dedicated to the enduring quality and uncompromising performance of everything we build. We stand behind every DR product and are here to help every customer regardless of when or where they made their initial purchase. Primary Purpose The Customer Support Specialist is an inbound contact center representative responsible for both sales and customer service. Assists customers via phone, chat, and email with all aspects of post-sale service including shipping and returns & exchanges. Major Responsibilities Ninety percent: Answer incoming customer calls. Actively listen and ask questions to understand customer needs, respond to questions, and process requests related to post-sale service. Helps establish shipment arrival dates. Tracks packages using online support tools. Assists with product returns/exchanges. Helps customers to determine alternative solution for returns (exchange/upgrade/repair). Maintains accurate customer file reason for return and explanation for actions taken. Adhere to objectives established for call quality. Adhere to the standards set for attendance and schedule adherence. Conform to all call handling standards including but not limited to average call length, customer hold time, idle and wrap-up time. Ten percent: Bring important information to a supervisor or leads attention. Stay up to date on products, product information, and training opportunities. Other Duties as Assigned Minimum Job Requirements Education High School Diploma/GED or equivalent Work Experience 1-3 months of customer service or sales experience and/or training Knowledge / Skills / Abilities Basic computer skills and the ability to learn new software Preferred Job Requirements Knowledge / Skills / Abilities Excellent verbal communication skills ability to communicate clearly, professionally, and in a friendly and welcoming manner. Meticulous data entry skills Customer Service skills De-escalation skills General outdoor power equipment knowledge Time management skills Ability to safeguard confidential customer information Physical Requirements and Working Conditions Office Environment (Includes field sales): While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and the ability to adjust focus. Occasional travel. Generac is committed to fair and equitable compensation practices. The salary range for this role, based in South Burlington, VT, is $17.50. This compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. This role is eligible for variable compensation including short term and long-term incentives. This position includes a comprehensive benefit package that includes medical, dental and vision plans; life, long-term disability, flexible spending and health savings accounts, accrued paid time off, 8 paid Holidays and 401(k) retirement benefits. 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.