Job Description:

  • Customer Order Audit: Review customer orders for inaccuracies and inefficiencies, following up when appropriate.
  • Monitor SOPs: Make decisions using the Customer Facing Standard Operations Procedures to retain and appease customers.
  • Operational Process Improvement: Propose enhancements to existing tools and processes after identifying shortcomings of orders and agent errors.
  • Customer Contact: Possible customer contact by phone as well as working with a variety of internal teams to ensure timely resolution to customer inquiries.
  • Customer Care Overflow Assistance: Assist front line customer service teams with overflow of inbound customer contacts (emails and calls).
  • Quality Assurance: Operate an existing database to record identified shortcomings of front line agents to provide appropriate feedback to respective managers

Qualifications, Skills & Requirements:

  • Experience in Customer Service or a Call Center environment is preferred
  • High school diploma, GED or equivalent minimum education
  • Experience with MS Office applications (such as MS Word, MS Excel), email programs, and internet browsers
  • Excellent oral, written, and interpersonal communication skills
  • Excellent Customer Service skills
  • Willingness to learn
  • Demonstrated ability to work independently, as well in a group setting
  • Self-starter who is able to adapt to a changing environment

Additional Requirements:

  • Exemplary punctuality and attendance is required. Due to the seasonal nature of our business, all employees may be expected to work additional hours during peak seasons.
  • Must have the willingness to see customer issues through to resolution.
  • Required to provide answers, return calls and answer e-mails within current company communication standard.

Location - Northbrook, IL

Ecentria, LLC and its Companies are an Equal Opportunity Employer. The Company does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.


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