Customer Support Representative

The Customer Support Representative is an opportunity on a growing B2B team unlike any other. In this role, you don’t just “get” great customer service: you eat, sleep, and breathe it.

As a key part of our team, you’ll often be a primary contact for our customers when they need help the most. Whether it’s providing customers with price quotes and product availability, leading customer through a defined claims process, or processing payment after a successful sale, your mission, should you choose to accept it, is to create a positive and supportive environment.

Our customers should leave every interaction ecstatic (and sending referrals your way).

80% of your time or more will be spent communicating via phone, email, and various digital platforms. You’ll help, assist, problem-solve, and troubleshoot. This is an active sales and support role with daily opportunities to make an impact, both inside and outside of our walls.

As a Customer Support Representative, your day-to-day will be centered around things like:

• Ability to “WOW” customers daily.
• Fielding inbound communications in a way that fosters good rapport with customers and leads to referrals, including using personalized communication techniques.
• Identifying, assessing, and understanding the customers’ needs.
• Determining the appropriate category for a new customer, writing the appropriate price quotes and determining any applicable discounts for the specific customer.
• Providing customers with price quotes and product availability.
• Communicating with customers via phone, email, and various digital channels.
• Processing orders with accuracy and close attention to detail.
• Receiving and processing payment.
• Providing quick and friendly product support to a widely diverse customer base.
• Clearly communicating detailed product specifics and warranty information.
• Handling customer complaints and negotiating and settling claims.
• Investigating and resolving billing problems, including asking the customer a variety of questions and reviewing customer receipts and billing documents.
• Leading customers through a defined claims process to ensure resolution and build loyalty, including deciding whether to offer refunds, credits, or special accommodations to customers.
• Fostering strong, positive relationships with customers and improving customer service processes.
• Making sure we’re working within defined policies and procedures by customer channel.
• Acting as a liaison for external vendors on outsourced products to provide seamless support.
• Creating BOLs and facilitating the return of products.

Desired

Skills and Experience:

• Relentless follow-up and follow-through.
• Excellent verbal and written communication skills.
• Accuracy in everything you do.
• Ability to function independently. Because micromanaging (or being micromanaged) stinks.
• Strong interpersonal skills and ability to quickly establish rapport with people. Your coworkers and customers usually become your friends.
• Ability to anticipate, adapt, and problem-solve in changing situations. Because sometimes, the sky really is falling.
• Computer and web savvy-ness, including the ability to learn new systems quickly.
• College degree or similar experience. Your major is not important - just your willingness and track record of a passion for learning.

What Makes You Successful at ETE:

• You demonstrate optimism in the face of challenge. Having to search for an answer doesn’t stop you.
• You’re passionate about hospitality and operations. You get the difference people make in any business.
• You love collaborating and supporting others.
• You’re a natural learner, taking advantage of opportunities to grow skills that will benefit you in work and in life.
• You lead with humanity and generosity. Your intent with your work is to create a positive impact—for your teammates, customers, and yourself.
• You communicate with empathy and objectivity.
• You manage your own time efficiently.
• You are willing to go the extra mile to get the job done.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.