Customer Service Representative

Overview

In this challenging and rewarding role, you will play a vital role in Esri’s success by providing essential assistance to customers. You will be able to cultivate relationships with domestic and international customers across various industries and teams within the organization. The position demands exceptional problem-solving and research skills to deliver comprehensive support to our customers.

Become part of a passionate team dedicated to helping customers utilize GIS software to positively impact the world. This role offers opportunities for advancement within the department and other areas of the organization.

Responsibilities

• Provide top-notch customer support: Deliver outstanding support by comprehensively understanding customer concerns, effectively managing various customer situations, and focusing on details to provide solutions.


• Own the order process: Manage the order process by overseeing all stages from initiation to completion. Ensure efficient delivery execution and maintain well-organized records throughout the process. Regularly update and manage the databases containing customer account information.


• Build relationships: Engage closely with the Esri teams to provide essential support and information that facilitates effective solutions for our customers. This partnership aims to ensure customers have all the resources and guidance they need to achieve their goals and maximize their success with our products and services.


• Drive Results: Develop efficient methods to resolve customer inquiries swiftly, escalate concerns as needed, and participate in projects to improve customer experience. Conduct thorough analyses and troubleshoot complex issues on orders and deliveries to offer effective solutions.

Requirements

• 1+ years of professional or customer service experience in a similar position, supporting similar responsibilities


• Effective communication, prioritization, and multi-tasking skills with high attention to detail including experience working in a fast-paced environment


• Ability to use resources to research issues and manage complex customer inquiries


• Customer oriented with a high level of professionalism


• Ability to learn new concepts and software programs quickly, retain large amounts of information, and adapt as priorities change


• Experience with Microsoft Office Suite


• High School diploma or equivalent

Recommended Qualifications

• Bachelor’s in business or related field


• Minimum typing speed of 35 wpm


• Knowledge of SAP and Salesforce


• Basic knowledge of Microsoft Excel

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