Customer Service Specialist III / Lead - The Toro Company

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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 helpmaintainthe 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 ahealthy tenure, come find out what makes The Toro Company the best place in the Twin Cities to build a career.

In this role you will serve as the working lead and senior customer support resource for Commercial digital and smart connected products. The Customer Service Specialist III / Lead remains an active member of the support team while assisting management with daily workflow, quality assurance, escalations, reporting, training, and continuous improvement. The role provides level 1 customer and distributor support, manages customer and account information, supports subscription administration, documents cases, coordinates higher-level technical or cross-functional escalation, and leads by example to deliver a consistent, responsive, and customer-focused support experience.

What Will You Do?

• Receive and respond to customer and distributor inquiries by phone, email, chat, and case-management channels while serving as an active member of the support team.

• Provide level 1 support for assigned Commercial digital, smart connected, autonomous, and software-enabled products, including product operation, account access, subscriptions, and general troubleshooting.

• Assist the Customer Care manager with daily workflow management, work prioritization, coverage coordination, reporting, and quality assurance.

• Act as a lead agent who models expected customer-service behaviors and helps drive a clear, consistent, and customer-focused support experience.

• Serve as a mentor and day-to-day resource for team members by providing guidance, coaching, knowledge sharing, and training support.

• Be a point of contact for customer, technical, and service escalations; gather complete information, assess next steps, and coordinate the appropriate handoff.

• 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 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.

• Assist in the creation, review, and implementation of customer service materials, standard work, knowledge articles, communication templates, tools, and support channels.

• Review support processes and documentation, identify recurring concerns and process gaps, and recommend continuous-improvement opportunities.

• Liaise with team members, management, customers, and cross-functional partners to help ensure assigned projects and support activities are completed to established expectations.

• 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, voice-of-customer visits, and customer or distributor support activities as assigned.

• Maintain professionalism and composure when handling difficult, sensitive, high-volume, 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.

What Do You Need?

Education and Experience

• Bachelor’s degree in a technical discipline or an equivalent combination of education and relevant industry experience preferred.

• Three to five years of experience in a customer service, customer technical support, account administration, or related support environment 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.

• Previous experience providing peer guidance, training, mentoring, workflow coordination, escalation support, or project leadership is preferred.

Knowledge, Skills, and Abilities

• Demonstrated leadership and the ability to lead by example, influence others, support projects, and motivate team members without relying on direct supervision.

• Strong customer orientation with the ability to build trust and provide a clear, respectful support experience.

• Excellent verbal, written, listening, and telephone communication skills, including the ability to explain technical or process information to non-technical users and communicate effectively with multiple levels of the organization.

• Thorough knowledge of customer support policies and procedures, with a practical understanding of general business operations.

• Practical troubleshooting, critical-thinking, and decision-making skills, including knowing when and how to escalate an issue.

• Ability to handle difficult and sensitive situations professionally and remain productive during periods of high volume or changing priorities.

• Proven organization, planning, time-management, and follow-through skills; able to work independently, take initiative, and carry out responsibilities without every detail being supervised.

• Accurate documentation and quality-focused work habits in a multi-channel support environment.

• Ability to collaborate effectively across Customer Care, Technical Assistance, product, sales, service, finance, and other partner teams.

• 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, reporting, and proprietary support systems.

• Comfort navigating web applications, digital-product portals, personal operating systems, knowledge resources, and remote-support tools.

Other job-related components:

• Position location Abilene, TX or Bloomington, MN.

• Hybrid work potential

• Work is primarily performed in an office or remote customer-support environment and requires extended use of a computer and telephone/headset.

• 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.