Specialist II, Customer Support

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Who Are We?

The Toro Company is a homegrown, Minnesota-based company that has been in business since 1914. We pride ourselves on providing world-class equipment to help maintain the environment that we love, while putting an emphasis on giving back to the communities that surround us. From residential lawns and gardens, to venues such as St Andrews Links and Target Field, we are a company with a global footprint and a passion for helping people beautify whatever landscape they may be in. With 100 years of operation under our belt and a healthy tenure, come find out what makes The Toro Company the best place in the Twin Cities to build a career.

The Customer Service Specialist independently manages moderately complex customer and distributor inquiries, utilizing critical thinking, sound judgment, and established procedures to resolve issues, determine appropriate escalation requirements, and maintain end-to-end ownership through resolution. This position serves as a trusted resource for customers, channel partners, and internal stakeholders by managing account and customer information, responding to phone and electronic inquiries, performing Level 1 troubleshooting, supporting subscription and account administration activities, documenting and tracking cases, and coordinating with technical and cross-functional teams when additional expertise is required. The Specialist II applies a strong understanding of products, systems, and business processes to deliver timely and effective solutions, provide guidance on support best practices, and contribute to knowledge sharing across the organization. The role is responsible for delivering exceptional customer experience while identifying opportunities for continuous improvement, supporting operational effectiveness, and helping drive process, documentation, and knowledge-management enhancements across the Commercial Customer Care organization.

What Will You Do?

- Receive and respond to customer and distributor inquiries by phone, email, chat, and case-management channels.
- Provide level 1 support for assigned Commercial digital, smart connected, autonomous, and software-enabled products, including product operation, account access, subscriptions, and general troubleshooting.
- Listen actively and gather complete information from users with varied technical backgrounds; translate the issue into clear, actionable case documentation.
- Use approved diagnostic resources, support procedures, product documentation, and knowledge tools to identify solutions and explain next steps in customer-friendly language.
- Manage and update customer, site, product, subscription, and account information accurately and with appropriate attention to detail.
- Assist with subscription verification and related administrative activities for Commercial digital products.
- Create, update, and maintain support cases; document troubleshooting performed, customer communications, ownership, status, and resolution.
- Escalate unresolved or higher-complexity issues to Commercial Technical Assistance Center or other designated partners using established escalation paths.
- Coordinate customer and distributor follow-up through resolution and help ensure handoffs are complete, timely, and clearly communicated.
- Support workflow management and quality assurance activities, including review of completed work, open cases, aging items, and documentation quality.
- Assist in the review of customer service materials, standard work, knowledge articles, communication templates, and support tools.
- Identify recurring concerns, product feedback, process gaps, and improvement opportunities; share relevant voice-of-customer information with appropriate partners.
- Develop and maintain subject matter expertise in assigned products, systems, and processes through self-study, hands-on learning, coaching, and formal training.
- Participate in team meetings, training, cross-functional projects, product launches, and customer or distributor support activities as assigned.
- Maintain professionalism and composure when handling difficult, sensitive, or time-critical customer situations.
- Ability to travel for training, voice of customer visits and situations where on-site interaction is necessary.
- Perform other duties as assigned.

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What Do You Need?

Education and Experience

- At least 1-3 years experience in a phone, customer support environment (Customer Support Specialist I); 3+ years of experience in customer service, customer support, technical support, account administration, or a related environment preferred (Customer Support Specialist II).
- Bachelor’s degree or an equivalent combination of education and relevant experience preferred.
- Experience supporting customers through phone, email, chat, or case-management systems preferred.
- Experience with digital products, connected equipment, subscriptions, billing, or software support is beneficial.

Knowledge, Skills, and Abilities

- Strong customer orientation with the ability to build trust and provide a clear, respectful support experience.
- Excellent verbal, written, listening, and telephone communication skills; able to explain technical or process information to non-technical users.
- Practical troubleshooting, critical-thinking, and decision-making skills, including knowing when and how to escalate an issue.
- Ability to learn Commercial products, proprietary software, mechanical concepts, support policies, and business processes.
- Accurate documentation, organization, time-management, and follow-through skills in a multi-channel support environment.
- Ability to collaborate effectively across Customer Care, Technical Assistance, product, sales, service, finance, and other partner teams.
- Ability to remain composed and productive during difficult, sensitive, or high-volume situations.
- Adaptability, patience, empathy, tenacity, initiative, and a continuous-improvement mindset.

Computer and Systems Skills

- Working proficiency with Microsoft 365 applications, including Outlook, Teams, Word, and Excel.
- Ability to learn and effectively use customer relationship management, case-management, telephony, billing, subscription, and proprietary support systems.
- Comfort navigating web applications, digital-product portals, knowledge resources, and remote-support tools.

Working conditions and other job-related components

- Position location Abilene, TX
- Work is primarily performed in an office or remote customer-support environment and requires extended use of a computer and telephone/headset. ​#LI-Onsite
- Work schedule may be aligned to customer-support coverage needs and may occasionally require flexibility for training, product launches, critical issues, or other business needs.
- Limited travel may be required for training, customer/distributor exposure, team meetings, or other business activities.
- Physical requirements and any site-specific working conditions will be confirmed based on the final position location and applicable company standards.

What Can We Give You?

At The Toro Company, we are always working to make sure our employees know just how valued they are. In addition to a competitive salary, an affordable and top tier medical/dental/vision plan, 401k, and many other great benefits - The Toro company offers employees at our Abilene, TX location a variety of perks, including:

- Dress for your day - We know you're more productive when you're comfortable, which is why TTC employees are encouraged to take advantage of our casual, corporate environment.

- Location – Conveniently located in Abilene, TX.
- Wellness - TTC offers a variety of mental health and financial health resources to all employees.

- Volunteerism - The Toro Company is proud to provide employees 20 hours of paid time to volunteer in the community.
- Competitive Salary – The pay range takes into account skills, experience, education, and location. It is not common to be hired at or near the top of the range; compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the annual pay range is between ​$50,000 - ​$70,000 Cash compensation is one piece of our competitive total rewards package. You may be eligible to participate in an incentive program, which rewards employees based on individual and organizational performance. Eligibility and award amounts are determined by company policy and performance metrics. If you need to, you can access your pay early with the dailypay app.

At The Toro Company, we are committed to fostering a secure and trustworthy recruitment experience for our applicants. Recruitment fraud is a growing concern for job seekers, so please be aware that throughout our recruitment process, you’ll never be required to pay any fees or disclose personal financial details when applying to TTC opportunities. All legitimate job opportunities must be applied for directly through our official careers page at jobs.thetorocompany.com or via Workday, our applicant tracking system.

The Toro Company is an Equal Opportunity Employer. We consider all qualified applicants based on merit and do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information, military service, or other non-merit factors. We are committed to creating a welcoming environment for all employees.