Customer Support Representative I - Bilingual Spanish

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 I. The Customer Support Representative will handle a high volume of emails and incoming calls while ensuring accurate documentation of each interaction. The salary range for this position is $21/HR based on experience and qualifications.

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

You must be bilingual English/Spanish to qualify for this role.

ECHO’s benefits include:

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

Duties and Responsibilities:

• Promptly and professionally respond to customer inquiries (in English or Spanish) via phone, addressing concerns related to maintenance, product usage, comparisons with other manufacturers, accessories, warranty procedures, features and benefits, specifications, setup, product catalogs, and troubleshooting.
• Log all incoming calls into the RightNow system and escalate unresolved issues between customers and dealers to the appropriate distributor or staff member for resolution.
• Assist the Customer Support Supervisor in managing and responding to emails.
• Check and return after-hours voicemail messages.
• Process orders for missing products as needed using the ERP system.
• Report maintenance issues within the RightNow Help Desk system, including incorrect, missing, or insufficient information.
• Notify the distribution team of dealer locator updates and report error messages for technical service website users.
• Authorize and coordinate the shipment of missing or damaged items for new equipment, as well as goodwill items for customers.
• Enter shipment tracking details into the RightNow Help Desk system.
• Perform additional duties and assignments as needed to support the department and company operations.

Job Experience/Skills:

• Minimum of 1 year of customer service experience.
• Bilingual English/Spanish is a must!
• Strong problem-solving abilities.
• Calmly de-escalate high-tension calls .
• Excellent verbal and written communication skills.
• Proficiency in typing and keyboarding.
• Competency in Microsoft Office Suite applications.

Education: High School Diploma or GED is required. College degree is desired.

Equal Employment Opportunity:

We are proud to be an equal opportunity employer. We accept all applicants.

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.