[Hiring] Service Representative @John Deere

Role Description

As a Service Representative in the Contact Center for John Deere Financial (JDF), located in Johnston, IA, you will be researching and resolving inquiries received via inbound calls from customers and channel partners (dealers, merchants, and sponsors) on a variety of finance products to achieve service level. In this position, you will also:

• Document customer and channel interactions and enter descriptive information online in order to provide history and track issue resolution.
• Onboard/train new merchants and proactively offer services, solutions, and training to existing customers and channel partners.
• Resolve and make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents.
• Troubleshoot and assist customers and channel partners on JDF websites, systems, and transaction processing.
• Track trends and identify streamlined processes for customer, channel, and product concerns and inform/provide feedback to appropriate departments or units.

POSITION HOURS: The selected candidate will be assigned 40 hours a week between the hours of 7 a.m. to 6 p.m. CST Monday-Friday and 8 a.m. to 12 p.m. CST Saturday. Some Saturdays and holidays will be required. Upon completion of training, the assigned hours for this position may vary based on business needs and will be discussed further in the interview process. Training hours for this position are planned for Monday-Friday 8:00 a.m. to 4:30 p.m. CST, but will be discussed further in the interview process.

VISA Sponsorship is NOT available for this position.

Qualifications

• Experience working in a call queue environment.
• Experience using multiple computer resources to independently gather appropriate information, research, and resolve customer issues.
• Strong attention to detail, with experience adjusting to shifting priorities and continuous change in a fast-paced work environment.
• Experience with technical online troubleshooting, such as registering, logging in, navigating customer accounts, etc.
• Experience working in a team environment (remote or on-site), with the ability to communicate effectively and manage personal accountability to complete work.
• A growth mindset, with the ability to learn new information and computer systems/programs quickly.
• When working remote, a private in-home workspace and personal ethernet cord are required, along with stable, high-speed internet.

Requirements

• Customer service experience in a financial environment.
• Experience being proactive on customer calls to educate and/or offer solutions.
• Experience with Agriculture, Consumer, or Construction/Forestry products and services.
• Experience identifying a work process/procedure to improve and being part of the implementation.

Education

• Bachelor’s Degree or equivalent related work experience.

Benefits

• Flexible work arrangements.
• Highly competitive base pay.
• Savings & Retirement benefits (401K and Defined Contribution).
• Healthcare benefits with a generous company contribution in the Health Savings Account.
• Adoption assistance.
• Employee Assistance Programs.
• Tuition assistance.
• Fitness subsidies and on-site gyms at specific Deere locations.
• Charitable contribution match.
• Employee Purchase Plan & numerous discount programs for personal use.
• Vacation and Holiday Pay.
• Salary range: $50,916.00 - $76,368.00 + Benefits.

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