Post Sales Support I

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

Primary Purpose

Provides excellent customer care to customers in a timely manner with an emphasis on providing accurate information, effective communication, and final resolution.

Major Responsibilities

- Provides accurate information to customers in a friendly and timely manner.

- Displays a sense of urgency in anticipating, understanding, and meeting customer’s needs.

- Ensures queue management and workload volumes are handled in a timely manner and customer (internal and external) service levels are met.

- Escalates calls as appropriate ensuring a soft transition if an inquiry is beyond scope of knowledge.

- Achieves incoming call goals.

- Remains current on products, services, and promotions. Maintains product knowledge through training and continuing education.

- Performs other duties as assigned

Minimum Job Requirements

Education

- High School Diploma or equivalent.

- 6 months experience handling a high volume of inbound calls or in a customer support role required.

Certification / License

Work Experience

Knowledge / Skills / Abilities

- Proficient with Microsoft Office Suite (e.g., Word, Excel, Outlook).

- Intermediate computer skills.

- Excellent verbal and written communication skills.

- Strong customer service skills.

- Excellent problem-solving skills.

- Ability to keyboard 40 wpm while on the phone with customers.

- Ability to provide customer friendly etiquette.

- Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner.

- Ability to troubleshoot issues, offer accurate information.

- Ability to work independently with a high attention to detail.

- Availability to work flexible hours.

- Accurate grammar, punctuation, and spelling; and can-do attitude.

- Understand and applies technical skills, methods, and process to perform at the required level.

Physical Demands

: 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 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“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.”