Customer Support Representative - AWS at Woodward… · Rockford

Customer Support Representative - AWS Location: Rockford - Loves Park Campus (LPC) Woodward is committed to creating a great workplace for all team members. Our company and its members are committed to acting with integrity, being respectful and accountable to one another, and staying humble and driven, while maintaining the highest professional and ethical standards. We are steadfastly committed to attracting the best talent across our communities creating a rewarding workplace. Together we are fulfilling our purpose to design and deliver energy control solutions our partners count on to power a clean future. Woodward supports our members’ wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data. Estimated annual base pay: $20.19(minimum) - $26.44(midpoint) - $32.21(maximum) Plus shift differential and overtime All levels are eligible for the following benefits: All members included in annual cash bonus opportunity. 401(k) match (4.5%) Annual Woodward stock contribution (5%) Tuition reimbursement and Training/Professional Development opportunities for all members 12 paid holidays, including floating holidays. Industry leading medical, dental, and vision Insurance upon date of hire Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave. Paid parental leave. Adoption Assistance Employee Assistance Program, including mental health benefits. Member Life & AD&D / Long Term Disability / Member Optional Life Member referral bonus Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending Voluntary benefits, including: Home / Auto Insurance discounts Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave AWS Shift: Friday through Sunday from 3:00pm until 3:30am Key Responsibilities: Respond to Customer Inquiries: Handle customer questions and issues via phone, email, customer portals, or chat following established procedures. Customer Interactions: Accurately record details of customer interactions and transactions. Provide Product Information: Supply customers with information about products and services based on current guidelines. Resolve Basic Issues: Address and resolve straightforward customer problems using predefined solutions. Follow-up on Support Cases: Ensure timely follow-up with customers to confirm resolution and satisfaction. Key Skills: Communication: Effectively conveys information to customers through verbal and written channels. Active Listening: Pays close attention to customer needs and concerns to provide appropriate responses. Problem Resolution: Utilizes predefined procedures to resolve common customer issues efficiently. Product Knowledge: Demonstrates understanding of company products and services to assist customers accurately. Time Management: Manages work efficiently to handle multiple customer inquiries within set timeframes. Technical Proficiency: Uses customer support software and basic computer applications proficiently. Attention to Detail: Ensures accuracy in data entry and information provided to customers. Team Collaboration: Works effectively with team members to achieve common support objectives. Empathy: Understands and responds to customer emotions to enhance service experience. Adaptability: Adjusts to new procedures and updates in a structured work environment. Successful candidates typically have: Customer support experience in manufacturing environment This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR).   All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee). Woodward is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, protected veteran status, or any other category protected under federal, state, or local laws.