Customer Care Specialist – Fast-Paced Support

Ecr-Software-Corporation; Boone (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

ECRS is seeking a Customer Service Representative to enhance the customer experience by efficiently routing requests across departments from the Boone, NC office. The CSR will collect details to accelerate resolutions and support cross-functional teams.

The role requires at least an Associate’s Degree in Business Administration and 1 year of customer service or sales experience, with strong computer and CRM skills; familiarity with ERP systems is a plus.

Qualifications

• Associate’s degree in Business Administration or related field.
• At least 1 year of customer service experience (call center, retail, etc.) using multiple sales techniques.
• Solid understanding of computer basics (Microsoft Office, CRMs, Internet). Experience with ERP a plus.
• Ability to quickly gather and retain knowledge of ECRS product offerings.
• Ability to prioritize and multitask in a fast-paced environment.
• High level of business professionalism with attention to detail.
• Friendly demeanor with the ability to understand customers' business needs.
• Team player with collaboration skills.
• Proven oral and written communication skills.
• Logical problem-solving abilities.

Responsibilities

• Assist Lead CSR with managing incoming calls and email inquiries for ECRS.
• Update support tickets with details, labels, and root cause information; reflect SLA priorities.
• Coordinate with support technicians for timely remote sessions.
• Handle non-tech inquiries and account modifications as needed.
• Report ticket trends to help address widespread issues.
• Build trust with customers through proactive communication and service quality.
• Record customer interactions and escalate issues in CRM and ticketing systems.
• Process orders (webstore and others) accurately.
• Support outreach campaigns with the Customer Care team.
• Perform other duties as assigned by the Director of Customer Care.

Skills

Customer service

Communication

Multitasking

CRM

Education

Associate’s Degree in Business Administration

Tools

CRM software

Microsoft Office

ERP systems

Job description

ECRS is seeking a Customer Service Representative to enhance the customer experience by efficiently routing requests across departments from the Boone, NC office. The CSR will collect details to accelerate resolutions and support cross-functional teams.

The role requires at least an Associate’s Degree in Business Administration and 1 year of customer service or sales experience, with strong computer and CRM skills; familiarity with ERP systems is a plus.