Customer Support Representative I

ECHO Incorporated is an industry leader in developing and manufacturing high-performance, professional-grade, handheld outdoor power equipment. With distributors and thousands of dealers across North and South America, ECHO is constantly anticipating the future of the outdoor power equipment industry and the need for environmental sustainability. Working for ECHO means joining a team of people who are committed to collaboration, innovation, creativity, and high-quality products that make us a globally competitive brand.

ECHO is hiring a bilingual Customer Support Representative for our Lake Zurich, IL location!

This is a hybrid position that will offer the flexibility of working from home and on-site at our Lake Zurich facility.

ECHO’s benefits include:

• 11 paid holidays
• Extremely affordable medical, dental, and vision insurance
• Paid PTO
• 5% 401K match
• Tuition Reimbursement

Duties/Responsibilities:

• Respond promptly, courteously, and professionally to customer phone inquiries.
• Address a range of maintenance, product usage, comparison, accessory, warranty, and troubleshooting requests.
• Handle inquiries related to features, benefits, specifications, setup, catalogs, and service.
• Log all incoming calls and escalating unresolved issues to the relevant distributor or staff member for resolution.
• Monitor and respond to messages, chats, and emails throughout the day.
• Responsible for checking messages left on technical documentation request line.
• Complete manual and catalog requests within specified time frames. Efficiently fulfill manual requests using various methods such as email, website fax, or printing manuals from the website and sending them to customers along with a form letter.
• Initiate orders for missing Co-packs as necessary, manage inventory of tools shipped with products in the Consumer Support Department, and dispatch any missing tools not included in Co-packs to customers.
• Record catalog and manual requests in the RightNow Help Desk system.
• Regularly communicate maintenance needs including any instances of incorrect, missing, or insufficient information, daily.
• Inform distribution about dealer locator modifications and address error messages encountered by users of the technical service website.

Job Experience/Skills:

• One year customer service experience with excellent problem-solving skills, verbal communication skills, and good typing skills.
• Must be proficient in Windows applications.
• Bi-lingual (English/Spanish) a plus.

Education: High School Diploma or Equivalent.

Equal Opportunity Employment:

We are proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.

E-Verification:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.