Customer Care & Support Specialist

Ecr-Software-Corporation; Boone (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

ECRS is hiring a Customer Service Representative to join our Boone, NC team. This full-time role focuses on delivering fast, accurate resolutions by coordinating across departments, collecting complete details, and maintaining clear communication with customers.

The CSR will handle calls and emails, process orders, and support outreach campaigns while ensuring SLA adherence and high customer satisfaction.

Qualifications

• Associate degree or equivalent business studies.
• 1+ year customer service or sales experience with multiple techniques.
• Solid computer skills: MS Office, CRMs, internet.
• ERP experience is a plus.
• Ability to quickly learn ECRS product offerings.
• Prioritize and multitask in a fast-paced environment.
• Strong business professionalism and attention to detail.
• Friendly, empathetic demeanor and teamwork.
• Excellent written and oral communication.
• Analytical and logical problem-solving abilities.

Responsibilities

• Assist Lead CSR to manage all calls and emails for ECRS.
• Label tickets, collect missing details, and update summaries.
• Set ticket priorities per SLA and announce showstoppers.
• Assist with remote sessions to customer sites promptly.
• Handle non-tech tickets and account change requests.
• Report ticket trends to help identify issues affecting many customers.
• Build trust with customers through proactive communication.
• Record interactions and update tickets in CRM/ECRS system.
• Process orders (webstore and other requests).
• Support outreach campaigns with Lead CSR.
• Perform other duties as assigned by Director of Customer Care.

Skills

Customer service

Sales techniques

MS Office

CRMs

ERP system usage

Knowledge gathering

Multitasking

Professionalism

Customer empathy

Team player

Communication skills

Problem solving

Education

Associate’s Degree in Business Administration or related field

Tools

ERP software

Job description

ECRS is hiring a Customer Service Representative to join our Boone, NC team. This full-time role focuses on delivering fast, accurate resolutions by coordinating across departments, collecting complete details, and maintaining clear communication with customers.

The CSR will handle calls and emails, process orders, and support outreach campaigns while ensuring SLA adherence and high customer satisfaction.