**Responsibilities include**:
- 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
**Knowledge, Skills and Abilities**:
- BA/BS in Information Systems or related area plus 2 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