Customer Support Representative II

ECHOorporated•Lake Zurich, IL

13h•Hybrid

About The Position

ECHO Incorporated is an industry leader in developing and manufacturing high-performance, professional-grade, handheld outdoor power equipment. With distributors and thousands of dealers across North and South America, ECHO is constantly anticipating the future of the outdoor power equipment industry and the need for environmental sustainability. Working for ECHO means joining a team of people who are committed to collaboration, innovation, creativity, and high-quality products that make us a globally competitive brand. ECHO is seeking a proactive and detail-oriented Customer Service Representative II. The Customer Service Representative II serves as a primary liaison for dealer accounts, delivering professional, efficient, and responsive support. This role manages day-to-day dealer needs with strong attention to detail and adherence to established processes. The ideal candidate is organized, communicative, and capable of resolving standard to moderately complex inquiries while escalating higher-level issues when necessary.

Requirements

3+ years of customer service experience, preferably in a high-volume or business-to-business environment.
Strong problem-solving skills with the ability to interpret and follow established guidelines.
Excellent verbal and written communication skills.
High level of organization, accuracy, and attention to detail.
Ability to work effectively in a team environment.
Flexibility and adaptability to evolving customer and business needs.
Proficiency with standard office software and CRM tools.
High School Degree or GED is required for this role.

Nice To Haves

Bilingual Spanish/English is preferred.

Responsibilities

Serve as a main point of contact for assigned dealer accounts, building strong professional relationships.
Respond promptly to phone and email inquiries, providing accurate troubleshooting and effective solutions.
Process and review orders, credits, and related account requests with a high level of accuracy and timeliness.
Resolve moderately complex issues using established procedures and escalate advanced issues as appropriate.
Communicate resolutions and next steps clearly and professionally to internal and external stakeholders.
Uphold ECHO’s brand and service standards through consistent, high-quality communication.
Follow all company programs, policies, and procedures.
Perform other duties as assigned by management.