We are DR Power, a Generac Company, professional power equipment done right.                                                                                                                                                                                                                 

Established in 1985, we are a leader in the design and manufacture of professional-grade gas and battery-powered outdoor power equipment. We are dedicated to the enduring quality and uncompromising performance of everything we build. We stand behind every DR® product and are here to help every customer regardless of when or where they made their initial purchase. 

JOB SUMMARY: The Technical Advocate is an inbound contact center representative responsible for supporting direct to consumer customers with parts orders, small engine troubleshooting, shop visit set up, medium complexity machine support, quotes, and warranty order.    

JOB DUTIES:

Answer incoming customer calls.  Actively listen and ask questions to understand customer needs, proactively make parts and sales suggestions based on the discovery of customer needs.  Support customers with small engine troubleshooting, shop visit set up, medium complexity machine support, quotes, and warranty order.   

Adhere to objectives established for call quality. 

Adhere to the standards set for attendance and schedule adherence.

Conform to all call handling standards including but not limited to average call length, customer hold time, idle and wrap-up time.

Bring important technical information to a supervisor or leads attention.

Stay up to date on products, product information, and training opportunities.

MINIMUM QUALIFICATIONS: 

At least 3 months of customer service or mechanical experience and/or training

High School Diploma/GED or equivalent

Basic computer skills and the ability to learn new software

KNOWLEDGE, SKILLS AND ABILITIES:

Troubleshooting skills

Ability and desire to learn mechanical aspects of equipment

Excellent verbal communication skills – ability to communicate clearly, professionally, and in a friendly and welcoming manner.

Meticulous data entry skills

Customer Service skills

Time management skills

Sales and upselling skills

Ability to safeguard confidential customer information

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 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.”