Customer Service Representative - BOSS Snowplow

Who Are We?  

BOSS Snowplow, located in Iron Mountain, Michigan is a division of The Toro Company.  BOSS is a leader in the snow and ice management business with a growing lineup of plows for trucks, UTVs and ATVs, salt and sand spreaders, and box plows built for the snow and ice management professional, as well as the homeowner. With a focus on uncompromising quality and high-level craftsmanship, BOSS has grown to be a leader in the sale of truck plows. 

Your Opportunity:

The Customer Service Representative is responsible for end customer centric engagement involving basic product sales and support interactions via all communication channels including social, chat, phone, e-mail and others in a fast-paced environment.  Ensures basic consumer questions and concerns are completely resolved at the earliest possible level of intervention and engagement.  

Sponsorship:  

• VISA sponsorship is unavailable at this time.

Work Location: 

• This opportunity is based out of Iron Mountain, MI, at BOSS headquarters, and is 5 days on-site.

• Other job locations, hybrid, and/or fully remote is not available at this time.

What Will You Do? 

In order to grow and build a successful career with The Toro Company, you will be responsible for: 

• Promptly answer and resolve basic end user sales questions related to all BOSS products via phone, chat, social, and email.

• Escalate more advanced calls to customer care team to provide the best customer experience. 

• Log calls as necessary in CRM to facilitate tracking and trend identification.

• Provide feedback to customer care team and marketing related to public relations to manage, respond and engage to consumer posts and ratings that protect the company brand.

• Report any website or service information that requires update or revision.

• Provide input to and support the development of customer information documentation.

• Coordinate efforts with team members to ensure phone coverage and consistency of service to internal teams and contact center agents.

• Provides accurate and timely responses, leading to resolution and ensures avoidance of public relations or social media exposure that would negatively impact brand/company image.

• Consistently engaged in process improvement and driving operational efficiency and productivity.

What Do You Need? 

To be considered for this role, an individual should meet the following minimal requirements: 

• Customer service/support experience particularly in a high-volume customer contact environment is desirable.

• Demonstrated strong verbal and written communication skills including professional phone presence and friendly service-orientated personality.

• Ability to flex schedule to meet demands of business between 7am – 4pm CST

• Basic computer skills are required including accurate spelling and keyboarding skills.

• Demonstrated ability to work independently and be productive in a fast-paced environment, handling escalated consumer contacts in a courteous and professional manner.

• Self-starter with the ability to learn new information quickly.

Other Job-Related Components? 

• May work with sales, marketing, and technical support to provide accurate and timely support to end users.

What Do You Need? 

To be considered for this role, an individual should meet the following minimal requirements: 

• Completed High School/GED required.

• Demonstrated strong verbal and written communication skills including professional phone presence and friendly service orientated personality.

• Ability to flex schedule to meet demands of business between 7am – 4pm CST

• Basic computer skills are required including accurate spelling and keyboarding skills.

• Demonstrated ability to work independently and be productive in a fast-paced environment, handling escalated consumer contacts in a courteous and professional manner.