There are 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we’re all about at John Deere. And it’s why we’re investing in our people and our technology like never before in our 175-year history. Here the world’s brightest minds are tackling the world’s biggest challenges. If you believe one person can make the world a better place, we’ll put you to work. RIGHT NOW.
Primary Location: United States (US) - Iowa (US-IA) - Johnston
Function: Administrative / Clerical
Title: Service Representative - 42643
This position may be located in either Madison, WI or Johnston, IA per the hiring manager's discretion. This may be dependent on the successful candidate's background, experience, and proficiency.
As a Service Representative in the Customer Management Contact Center for John Deere Financial you will handle inbound calls from customers and channel partners (dealers, merchants and sponsors) to achieve service level as well as researching and resolving inquiries by phone, email and written correspondence on a variety of finance products. 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 customer and channel partners
Resolve or make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents
Troubleshoot and assist customers and channel on JDF websites, systems and transaction processing
Assist merchants/dealers with JDF Point-of-Sale options and installations
Work with assigned sales personnel and territory team to support needs of the channel
Performing regular outbound relationship building calls to assigned merchants or customers needed
Track trends and identify streamlined processes for customer, channel and product concerns and inform/provide feedback to appropriate departments or units
** Target shifts are expected to be Monday - Friday 9:30 a.m. to 6:00 p.m., but may vary. Some Saturdays and holidays required.
Visa sponsorship is NOT available for this position.
What Skills You Need
Experience working in a Call Center environment or related customer service environment
Experience independently gathering appropriate information and diagnosing the cause of a problem before taking action with the ability to make independent decisions
Experience building strong working relationships with others inside and/or outside the organization
Experience with negotiation, conflict resolution, along with strong attention to detail and basic math skills
Demonstrated ability to manage multiple tasks in a fast-paced environment
Experience adjusting to shifting priorities and continuous changes in a work environment
Experience working in a team environment with the ability to earn trust and credibility completing own share of team's work and supporting team decisions
Experience with Microsoft products (Word, Excel, PowerPoint, Outlook and SharePoint) with the ability to learn computer systems quickly and apply new knowledge
Ability to remain seated for long periods of time to perform telephone work in a call center environment
Experience using technology and multiple computer resources simultaneously to research and resolve customer issues
What Makes You Stand Out
Customer service experience in a financial environment
Experience with Agriculture, Consumer or Construction/Forestry finance products and services
Demonstrated ability to identify and apply 'best practices' in work and improve efficiency by eliminating barriers and streamlining work processes
Education (or equivalent work experience)
No relocation benefits are available for this position.
What You'll Get
At John Deere, you are empowered to create a career that will take you to where you want to go. Here, you'll enjoy the freedom to explore new projects, the support to think outside the box and the advanced tools and technology that foster innovation and achievement. We offer comprehensive relocation and reward packages to help you get started on your new career path. Click here to find out more about our Total Rewards Package.
The information contained herein is not intended to be an exhaustive list of all responsibilities and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.
John Deere is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.