Clear understanding of digital customer engagement ecosystem which external customers interact with.Guide customers to the right platform within DcX space based on their specific needsIn this role, your responsibilities will be: Act as a single point of contact for customer inquiries Demonstrates basic knowledge of customer base, market channels and products Effectively uses techniques, skills, equipment, procedures, and materials to answer inquiries accurately and completely Responds to and documents proper information into service now, for all customer inquiries or complaints Communicates effectively in a clear and understandable manner Responsible for providing excellent service support for external and internal customers Effectively identifies and evaluates solution options before making decision in a timely manner.Ability to recognize when escalation may be necessary Researches and resolves customers' complaints timely and effectively Act as a trusted advisor to customers, taking ownership of various (systems, product, etc.)inquiries and manage proactive communication effectively Maintain high-level professional communication skills, delivering an exemplary level of Customer Service Manage routing of inquiries to appropriate internal support teams Manage customer inquiries with internal sales (inside/outside) teams and provide timely responses to customer Who you are:You build and deliver solutions that meet customer expectations.You provide timely and helpful information to individuals across the organization.You create teamwork allowing others across the organization to achieve shared objectives.For this role, you will need: BA/BS in Information Systems or related area plus years related experience.Excellent troubleshooting, problem solving and project management skills for internal technical consulting with other Emerson Groups and Divisions Strong analytical and organizational skills, along with strong verbal and written communication skills High degree of self-motivation and a passion for excellence in customer service Self-managed sense of urgency Position requires off-hours and on-call support Excellent interpersonal skills, empathetic, able to balance compassion with know-how and tackle challenging situations Ability to analyze problems, identify root causes and suggest viable solutions Ability to work efficiently, multitask and prioritize tasks effectively Excellent with using personal computers and Microsoft Office applications (Outlook, Excel, Word, Access, PowerPoint, etc.)Our Offer To You:We offer a competitive benefits package to recognize and support our employees such as private health insurance with dependent coverage, life insurance, flexible work opportunities, wellness center, door-to-door transportation, Asociacion Solidarista, Employee Resource Groups (ERGs) and career growth focus and many more.Commitment with Diversity and Equal OpportunityEmerson is committed to its core values and believes in respecting DE&I.We do not discriminate and welcome all qualified candidates to apply and become part of our family, no matter the gender identity, race, sexual orientation, disability, age, religion and/or nationality.At Emerson, we have seven Employee Resource Groups that demonstrate our commitment with DE&I.Through continuous development of activities, programs, and social awareness.Our communities are: Black Employee Alliance Diverse Abilities HOPE LGTBIQ + Allies CR Costa Rica SOMOS Mosaic Women's Impact Network At Emerson, we are passionate about what we do.Our technology and engineering expertise has enabled us to be at the forefront of innovation for over a century.Our commitment to excellence and innovative technologies has positioned us as a leader in the world of automation solutions and engineering.We believe that our success lies in the strength of our people; what sets Emerson apart is our unwavering dedication to fostering an inclusive and diverse environment.We firmly believe that diversity fuels creativity and innovation, allowing us to address sophisticated challenges with new perspectives.We embrace individuals from all walks of life, valuing their unique backgrounds, experiences, and ideas.When you join our team, you become part of a rich tapestry of talent that propels us forward.We not only care about our people professionally but also personally.At Emerson, we understand the importance of work-life balance and strive to create an environment where individuals can grow both personally and professionally.We offer a range of development opportunities, mentorship programs, and support networks to ensure that our employees thrive in their careers and find fulfillment beyond the workplace.
