Customer Service Representative

ECR Software Corporation • Boone, NC

88d

About The Position

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.

Requirements

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree
• Number of Employees: 101-250 employees