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ECHO Incorporated · 1 day ago

Customer Support Representative I - Bilingual Spanish

Lake Zurich, IL

Full-time

Hybrid

Entry Level

$18/hr - $21/hr

1+ years exp

ECHO Incorporated is an industry leader in developing and manufacturing high-performance outdoor power equipment, and they are seeking a Customer Support Representative I - Bilingual Spanish. This role involves handling customer inquiries, documenting interactions, and assisting in order processing while working in a hybrid environment.

Consumer GoodsEnergy

Responsibilities

Promptly and professionally respond to customer inquiries via phone, addressing concerns related to maintenance, product usage, comparisons with other manufacturers, accessories, warranty procedures, features and benefits, specifications, setup, product catalogs, and troubleshooting

Log all incoming calls into the RightNow system and escalate unresolved issues between customers and dealers to the appropriate distributor or staff member for resolution

Assist the Customer Support Supervisor in managing and responding to emails

Check and return after-hours voicemail messages

Process orders for missing products as needed using the ERP system

Report maintenance issues within the RightNow Help Desk system, including incorrect, missing, or insufficient information

Notify the distribution team of dealer locator updates and report error messages for technical service website users

Authorize and coordinate the shipment of missing or damaged items for new equipment, as well as goodwill items for customers

Enter shipment tracking details into the RightNow Help Desk system

Perform additional duties and assignments as needed to support the department and company operations