ERC CELEBRATES ITS GOLDEN BIRTHDAY!

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PRIVATE COMPANY BASED IN JACKSONVILLE TURNS 22 HEADING INTO 2022

JACKSONVILLE, FL November 22, 2021 – ERC first opened its doors in 1999. ERC, one of the top international BPO providers of customer experience solutions, has seen significant growth in 22 years. ERC capped off a busy Employee Appreciation week by celebrating at each of its sites with employees.

ERC has grown to more than 7,000 employees worldwide spanning domestic, including an extensive work at home program, nearshore, and international locations, with recent expansion into the Philippines. ERC is dedicated to delivering the best customer experience and results possible on behalf of our clients.

“The atmosphere of working in a contact center is unparalleled,” said Marty Sarim, President and CEO of ERC. Sarim started working in contact centers twenty-five years ago. “I am really proud of what we have been able to accomplish and how we have been able to expand and grow with our clients. We know this has been another challenging year for so many reasons. With the continued challenges that COVID-19 brought, not only to our personal lives but to our business, I was so proud to see our talented and dedicated group of employees come together yet again to thrive during another year of obstacles.”

When the company was founded in 1999, Co-Founders, Kirk Moquin and Mark Thompson, leaned in on their previous work experience to start and build ERC from the ground up. Later on, they were then awarded with the prestigious Ernst & Young Entrepreneur of The Year. Kirk Moquin continues to lead ERC as Executive Chairman of the Board.

“We are proud of not only the jobs we have created here in the United States, but of those we have created worldwide,” said Stephanie Todd, Chief Strategy Officer of ERC. “I truly believe our best days are ahead of us.”

It has been a year of growth for ERC as the company was recently named one of opens in a new windowInc. 5000 Fastest Growing Private Companies List amid a global pandemic. Companies that find themselves on this list play a unique role in America’s economy. A vast array of well-known businesses has found themselves on this list and have seen tremendous growth in the years following.

ERC has already won several global, domestic, and Dominican Republic-based awards in 2021. For the fifth year in a row, ERC was named to the opens in a new windowBest Companies to Work for in the Dominican Republic list. For the second year running, ERC won the coveted opens in a new windowFirst Coast Worksite Wellness Council’s Healthiest Companies Gold Award. For the third year in a row, ERC received certification by the Dominican Republic government for health and safety in the workplace called the opens in a new windowDR Ministry of Labor’s Certification for compliance with Regulation 522-06 on Health, Hygiene, and Safety at Work.

About ERC

ERC is an agile, technology-driven company that provides business process outsourcing (BPO) and account recovery services for Fortune 500 companies. ERC leverages the latest innovations in technology while providing extraordinary workforce resources to deliver unparalleled end-to-end customer experience solutions, making ERC a top performer for its clients. ERC is a global contact center leader, with operating sites in the U.S., Dominican Republic, India, South Africa, Kenya and the Philippines.

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Reporting Analyst

Job Responsibilities:

Develop creative solutions for real-time issues in support of the Processing departments and Client Services.
• Create and Manage the execution of Project Plans. Determine prioritization of project plans with the Director of Client Services and execute.
• Perform account research and analysis as necessary, while utilizing the department ticketing queue or in response to email correspondence.
• Add efficiency and effectiveness to the general process flow by identifying process gaps and opportunities for greater performance. Use SQL and VB in tandem to meet these greater performance goals.
• Design and implement validation controls to improve functionality of client interfaces.
• Automate reporting deliverables wherever possible to improve timeliness and accuracy.
• Coordinate with Shared Services departments to improve process flows, provide accuracy and efficiency gains, and improve the standard of processing for an improved ERC service level.
• Partner with Information Technology to improve ERC technical performance wherever possible.
• Assist department leadership with User Acceptance Testing, Monitoring, and general process maintenance.
• Follow all standard operating procedures while communicating process failures and potential improvements to your team lead or manager. Update version history where required to ensure accurate process documentation, per ERC guidelines.
• Research and reconcile client requests and issues that are communicated directly to you, the department distribution list, or the department ticketing queue.
• It is expected that all ERC employees represent the highest level of professionalism, understanding that he or she will always be expected to act legally, morally, and ethically.
• Other duties as assigned.

Skills, qualifications, and other requirements:

WORK EXPERIENCE REQUIREMENTS

• 1+ years’ experience in related field.
• Proven organizational skills and demonstrated proficiency with SQL and VB.
• Demonstrated ability to research and resolve reporting breakdowns or create efficiencies through automation of process via macro-enabled documents or SQL tables.
• Understanding of project management and accounting procedures.
• Knowledge of industry standard financial software.
• Expert level understanding of Microsoft Excel.
• Attention to detail a must.
• Ability to communicate effectively with all levels of management and clients

EDUCATION REQUIREMENTS

Associate degree in a related field

Order Management Specialist

Job Responsibilities:

Order Entry/Data Entry
● Process order entry transactions as directed by customer account manager(s), including manual order entry, order copy, order line changes, terms changes, etc. aligned to Logitech OM and SOX processes and guidelines
● Data entry into Excel/Google docs as specified in the process(es)
Reports
● Generate and format order management and/or shipping reports as needed by customer supply chain department
● Produce daily summary of all transactions processed for audit/inspection by Logitech
Other
● Monitor email and respond timely in high volume environment
● Provide support for shipment tracking

Skills, qualifications, and other requirements:

KNOWLEDGE
● 2 years minimum Oracle order entry & reporting experience required
● Computer proficiency in email environments, MS Word/Excel/PowerPoint & Google Apps.
● Excellent English written and verbal skills

PERSONAL SKILLS
● Strong interpersonal communication skills
● Team-player
● Excellent attention to details
● Ability to work independently in a fast-paced office
● Ability to prioritize and multitask
● Strong sense of urgency
● Fast Learning skills
● Good organization and time management skills

Project Manager III

Job Responsibilities:

  • Coordinate in English with internal, client, and other external resources to ensure scope, requirements, and objectives are clearly and transparently defined
  • Work with ERC Sponsor, stakeholders, and functional areas to define tasks, deliverables, and due dates
  • Develop Project & Communication Plans based on implementation scope, requirements, and objectives
  • Manage changes to project scope, schedule, and costs through appropriate solutioning or escalation
  • Report and escalate on Action/Issue/Risk items that may impact project success
  • Meticulously maintain comprehensive project documentation
  • Define and drive project deliverables, meetings, updates, and communication with client & internal sponsors, stakeholders, and functional areas to ensure project scope, requirements, and objectives are met

Skills, qualifications, and other requirements:

  • Proficient in English Verbal and Written (Conversational/Professional)
  • Exemplary client & internal facing written and verbal communication skills and capable of communicating at the level of your audience (Executive and below)
  • Unparalleled attention to detail, critical thinking, and abstract analysis skills to see complex issues before they arise and resolve them
  • Solid organizational skills and ability to ‘get out of your own head’ when an issue or crisis arises
  • Ability to drive others to success through professional mechanisms that instill a desire in others to succeed
  • Unquestioned ability to manage multiple projects, conflicting deliverables, and drive a way forward to success
  • A desire to always self-improve, improve the team, process, and organization

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