Customer Experience Liaison: Fast-Track Resolutions

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

Job summary

ECRS is a fast-paced tech company in Boone, NC seeking a Customer Service Representative to streamline customer interactions, manage tickets, and coordinate across departments to resolve issues quickly.

The CSR will handle calls and emails, label and triage tickets, assist technicians with remote sessions, report trends, build customer relationships, and support outreach campaigns under the Director of Customer Care.

Qualifications

• Associate’s Degree in Business Administration or related field.
• 1 year of customer service or sales experience using multiple sales techniques.
• Solid understanding of computer basics (MS Office, CRMs, Internet). ERP system experience a plus.
• Ability to quickly gather and retain knowledge of ECRS Product offerings.
• Ability to prioritize and multitask in a fast-paced, high-pressure environment.
• Professionalism with attention to detail.
• Friendly demeanor with empathy for customers.
• Team player and collaborative mindset.
• Strong oral and written communication skills.
• Logical problem-solving skills.

Responsibilities

• Assist Lead CSR to manage all incoming calls and email inquiries for ECRS.
• Review and update new incoming support tickets with labels and components, collect missing details, adjust summaries to reflect root issue, adjust priorities per SLA, announce showstoppers.
• Assist support technicians with getting remote sessions to customer sites promptly.
• Address non-tech tickets or requests for information or account changes.
• Report on ticket trends to help stay on top of emerging issues.
• Build relationships and trust with customers through open and active communication and exceptional service.
• Keep records of interactions and escalate complaints/needs via ticket updates in the ticketing system and CRM.
• Accurately process orders (webstore and other requests).
• Assist Customer Care Administrator and Lead CSR with outreach campaigns.
• Performs other duties as assigned by the Director of Customer Care.

Skills

Customer service experience

Sales skills

Computer literacy

CRM familiarity

Multitasking

Communication skills

Team player

Problem-solving

Education

Associate’s Degree in Business Administration or related field

Tools

CRM systems

ERP systems

Microsoft Office

Job description

ECRS is a fast-paced tech company in Boone, NC seeking a Customer Service Representative to streamline customer interactions, manage tickets, and coordinate across departments to resolve issues quickly.

The CSR will handle calls and emails, label and triage tickets, assist technicians with remote sessions, report trends, build customer relationships, and support outreach campaigns under the Director of Customer Care.