[Hiring] Customer Experience Technical Representative @Generac Power Systems

Role Description

The Customer Experience Technical Representative is a key contributor in delivering Generac’s “Customer First” promise. This role requires understanding of technical product information to provide informed decisions and recommendations. Responsibilities include:

• Providing excellent customer care using knowledge of company products and resources.
• Documenting all customer interactions in real time.
• Corresponding to customer interactions via email, phone, text, or chat.
• Maintaining contact center metrics including customer satisfaction, productivity, and adherence.
• Responding to and resolving customer technical and non-technical inquiries and issues.
• Assisting customers with installation and issue resolution in the moment.
• Offering accurate information while troubleshooting issues.
• Seeking answers to customer questions utilizing product material and tools.
• Maintaining product knowledge through training and continuing education.
• Escalating complex inquiries or complaints to specialized teams.
• Maintaining Outlook email inbox, calendar, and tasks regularly.
• Being flexible to work overtime hours to meet customer and business needs.
• Performing data entry.

This is a full-time weekend shift role working Friday to Monday, with each shift lasting 10 hours starting between 7:00am CT - 9:00am CT. This role is remote but must sit in Wisconsin. The training schedule is Monday-Friday First shift.

Qualifications

• High School Diploma or GED.
• 1 year experience in a customer service role or technical troubleshooting.

Requirements

• Contact Center experience with troubleshooting (preferred).
• Experience handling a high volume of inbound calls (preferred).

Company Description

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.