Enhance the ECRS Customer experience by reducing the amount of time and effort it takes the customer to reach a resolution
Assist Lead CSR to manage all incoming calls and email inquiries for ECRS
Review and update new incoming support tickets with the appropriate labels and components
Collect any details that were unintentionally left out by the customer
Adjust ticket summaries to reflect the root issue
Report on ticket trends so the ECRS Core Support team can stay on top of emerging issues
Build relationships and trust with customers through open and active communication
Keep record of customer interactions and escalate customer complaints/needs via ticket updates
Accurately process orders
Complete outreach campaigns

Associate’s Degree in Business Administration or related field
At least 1 year of customer service or sales experience (for example: call center, retail, insurance, upselling, etc.) using multiple sales techniques
Solid understanding of computer basics (Microsoft Office Suite, Operating Systems, CRMs, and the Internet)
Experience using an Enterprise Resource Planning (ERP) system is a plus
Ability to quickly gather and retain knowledge of the ECRS Product offerings
Ability to prioritize and multitask in a fast-paced and high-pressure environment
Possess a high level of business professionalism with exceptional attention to detail
Friendly demeanor with ability to understand and empathize with customers' business needs
Act as a team player and foster collaboration
Proven oral and written communication skills
Logical problem-solving skills
MUST BE AUTHORIZED TO WORK IN THE UNITED STATES

Customer Service Representative

Key skills