Customer Service Representative

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

The goal of the Customer Service Representative (CSR) is to enhance the ECRS Customer experience by reducing the amount of time and effort it takes the customer to reach a resolution. To do so in an effective manner, the CSR must be able to navigate across various departments and ensure that they have collected all necessary details so that a resolution can be expedited.

RESPONSIBILITIES

• Assist Lead CSR to manage all incoming calls and email inquiries (Solutions, Customer Care and Support email) 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, adjust priorities to reflect the Service Level Agreement (SLA) when necessary, and announce showstoppers.
• Assist support technicians with getting remote sessions to customer sites in a timely manner.
• Address tickets that are not tech focused, such as tickets where a customer is looking for information and/or needs changes made to their account.
• Report on ticket trends so the ECRS Core Support team can stay on top of emerging issues that are affecting large groups of customers.
• Build relationships and trust with customers through open and active communication and exceptional customer service.
• Keep record of customer interactions and **escalate** customer complaints/needs via ticket updates in the ECRS ticketing system and Customer Relationship Management (CRM) system.
• Accurately process orders (webstore orders and other order requests assigned)
• Assist Customer Care Administrator and Lead CSR to complete outreach campaigns
• Performs other related duties as assigned by the Director of Customer Care.

QUALIFICATIONS

• 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.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.