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.

The Customer Experience Technical Representative is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Technical Representative requires understanding of technical product information to provide informed decisions and recommendations.  This role is responsible for providing excellent customer care by using knowledge of company products and resources to provide accurate information, answer questions and ensure final resolution.

Job Responsibilities

Ability to pass product and process testing following training 

Receives and documents all customer interactions in real time 

Corresponds to customer interactions via email, phone, text or chat 

Maintains contact center metrics including customer satisfaction, productivity and adherence 

Responds to and resolves customer technical and non-technical inquiries and issues  

Assists customers with installation and issue resolution in the moment 

Assists customers with troubleshooting issues and offer accurate information in the moment 

Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions 

Maintains product knowledge through training and continuing education 

Escalates more complex inquiries or complaints appropriately to specialized teams 

Maintain Outlook email inbox, calendar, and tasks regularly  

Minimum Qualifications

High School Diploma or GED 

1 year experience in a customer service role or technical troubleshooting 

Knowledge / Skills / Abilities

Technical Aptitude: Ability to excel at technical tasksResults Oriented: Achieves successful outcomesSupportive: Provides encouragement to peersDisciplined: Ability to reliably adhere to policy and processForward thinking: Continuous Improvement mindsetAbility to de-escalate: Conflict resolution skill setCoachable: Open to learning and developmentResponsibility: Accountability for honest and ethical conductReceptiveness: Open to receive information and its potential valueEmpathy: The ability to express other experiencesIndependent Initiative: Ability to think for themselves and act when necessaryAnalytical Thinking: Ability to identify problems and solutionCommunication: Excellent verbal and written communication skills

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, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”