Customer Service Representative

ECRS; Boone (NC); On-site; USD 21,000 - 30,000; Full time

Job summary

ECRS is seeking a Customer Service Representative to enhance customer experience by reducing time to resolution and navigating multiple departments to gather necessary details for expedited service.

The CSR will manage incoming calls and emails, update tickets, assist with remote support, and help with outreach campaigns while maintaining high professionalism and customer focus.

Qualifications

• Associate’s Degree required or equivalent.
• At least 1 year of customer service or sales experience.
• Basic computer skills incl. CRM/ERP and MS Office.

Responsibilities

• Assist Lead CSR in handling calls and emails for ECRS.
• Update tickets with labels, collect missing details and adjust summaries.
• Provide remote session support to customer sites.
• Assist with information requests and account changes.
• Report ticket trends to the Core Support team.
• Build relationships with customers through strong communication.

Skills

Customer service experience

Multitasking

Communication skills

Problem-solving

Team player

Education

Associate’s Degree in Business Administration or related field

Tools

CRM software

ERP system

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 inflate the synergy of the local coop.
• 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.