ERC - Global Advantage - Jacksonville, Florida

Jacksonville,
Florida

A youthful, emerging tech metropolis, and city headquarters for ERC.

ONLY A TRUE global partner

can give you access to the best the world has to offer.

If you’re ready to leap forward…

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Jacksonville is the largest city by population in the state of Florida, the 12th most populous city in the United States, and the largest city by area in the contiguous United States.

Jacksonville is an attractive site for expanding companies, in part because of its abundance of workers. The metropolitan area population, which topped 1.6 million in 2020, is significantly younger than all major Florida cities, with a median age of under 34 years old.

Opportunity

in Jacksonville

Cultural Compatibility

Our agents are highly trained to engage in positive and tailored customer experiences.

Delivering top-tier interactions, even in the most complex and rapidly changing environments.

Skilled, diverse, and talented native English-and Spanish-speakers.

Culturally-attuned to and symbiotic with most of the US population.

Team Smiling
Jacksoanville -Results Speak Louder Than Actions

Quality & efficiency

We empower teams to achieve great things together.

New employee orientation and training delivered in person and virtually.

Consistent top performance driven by ERC's proven processes and technology.

World class employee engagement and retention model

Certified trainers and continuing education through ERC University.

Reduced new hire onboarding time by 34% in the past year.

Industry Expertise

Way beyond a BPO or contact center, we deliver great customer experiences.

We are experts in customer lifecycle management.

Strong focus on digital engagement, managing ~14M customer interactions each month.

ERC executives average 25 years of direct industry experience.

90% of ERC executives started their careers as contact center agents.

Team Working
Team In Database

Robust infrastructure

World-class, modern, and cost-efficient IT and telecommunications

Dual interconnected data centers (Jacksonville & Chicago) with auto-failover to protect your data.

Complies to the most rigorous regulatory and legislative requirements in client geography.

Industry-Leading Certifications recognized nationally and internationally.

Jacksonville SITE

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Where everyone belongs
ERC’s HQ and call center is a short drive from the heart of Jacksonville, major universities, and the International Airport.
A people-first culture
We invest in our people through onboarding, training, employee engagement, wellness, career development and more.
Made to win
We have a strong onboarding, training and development process built around our customer’s requirements and goals.
Driven to deliver
We put the right people in the right roles to deliver results beyond our customer’s expectations.
Real connections
Our advantage is our people. We take great strides to ensure that our unique culture is reflected through all aspects of the organization.​
Employee happiness isn’t an option
Creating the best experiences for our customers is a result of the extra mile we take to ensure our people look forward to coming to work each day.
We care for our community
We support the greater Jacksonville community through several external and internal charitable organizations.
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PARTNER WITH US.

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Everyone
Belongs.

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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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