Customer Service Representative

Responsibilities

• Enhance the ECRS Customer experience by reducing the amount of time and effort it takes the customer to reach a resolution
• Assist Lead CSR to manage all incoming calls and email inquiries 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
• Report on ticket trends so the ECRS Core Support team can stay on top of emerging issues
• Build relationships and trust with customers through open and active communication
• Keep record of customer interactions and elevate customer complaints or needs via ticket updates
• Accurately process orders
• Complete outreach campaigns

• 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
• MUST BE AUTHORIZED TO WORK IN THE UNITED STATES

Demonstrates strong customer service skills with the ability to manage inquiries, process orders, and enhance customer experience through effective communication and problem‑solving. Proficient in utilizing CRM systems and Microsoft Office Suite while maintaining attention to detail in a fast‑paced environment.