Customer Service Representative - Hybrid

Job Description

Job Description

Job description:

Position Title: Customer Service Representative II

Work Location: Hybrid (Moline, IL, 61265)

Job Type: Contract

Job Summary

The Customer Service Representative II provides advanced customer support by handling complex inquiries, resolving escalated issues, and ensuring customer satisfaction. This role serves as a liaison between factories and dealers, particularly for communicating Product Improvement Plan (PIP) information. The position requires strong communication, attention to detail, and the ability to learn and use customer service tools such as ServiceNow.

About Company

Since its founding in 1996, CTC has grown into a trusted global partner in AI & ML, Enterprise Applications, Digital Services, Managed Services, and Business Services. Headquartered in Detroit, Michigan, CTC has a team of over 2,000 experts worldwide. We empower more than 100 organizations to tackle complex challenges and transform them into sustainable competitive strengths, driving innovation, efficiency, and growth every step of the way. Our strengths have always been Commitment to Customer, Commitment to Colleagues, and Commitment to Community (CTC).

Essential Duties and Responsibilities:

• Serve as a point of contact for customer inquiries and issue resolution, including escalations and disputes.
• Communicate PIP (Product Improvement Plan) updates between factories and Deere dealers.
• Provide detailed, accurate information about products and services via phone, email, and CRM systems.
• Record and process customer orders, including complex or special requests.
• Maintain detailed records of customer interactions in CRM (ServiceNow) to support follow-up and quality tracking.
• Support continuous process improvement and assist with training for entry-level staff as needed.
• Develop and maintain strong customer relationships to promote loyalty and satisfaction.
• Ensure compliance with company policies, procedures, and relevant regulatory standards.

Requirements

• Customer Focus: Demonstrates empathy, professionalism, and proactive problem-solving.
• Communication: Exceptional written and verbal skills; able to convey complex information clearly.
• Attention to Detail: Ensures accuracy in documentation, communication, and issue resolution.
• Adaptability: Quickly learns new tools and systems (ServiceNow, Excel, Word, OneNote, Outlook).
• Teamwork: Collaborates effectively with peers, supervisors, and cross-functional teams.
• Sales Awareness: Ability to identify and act on service-to-sales opportunities.
• Digital Literacy: Comfortable navigating multiple systems and digital communication tools.

Pay rate: $16 - $18/hr on w2

About company - Since its founded in 1996, CTC has grown into a trusted global partner in AI & ML, Enterprise Applications, Digital Services, Managed Services, and Business Services. With headquarters in Detroit, Michigan, CTC has a team of over 2,000 experts worldwide. We empower more than 100 organizations to tackle complex challenges and transform them into sustainable competitive strengths--driving innovation, efficiency, and growth every step of the way. Our strengths have always been Commitment to Customer, Commitment to Colleagues, and Commitment to Community (CTC).

Company Description

About company - Since its founded in 1996, CTC has grown into a trusted global partner in AI & ML, Enterprise Applications, Digital Services, Managed Services, and Business Services. With headquarters in Detroit, Michigan, CTC has a team of over 2,000 experts worldwide. We empower more than 100 organizations to tackle complex challenges and transform them into sustainable competitive strengths--driving innovation, efficiency, and growth every step of the way. Our strengths have always been Commitment to Customer, Commitment to Colleagues, and Commitment to Community (CTC).