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:

• Previous customer service 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.