Santo Domingo,
Dominican Republic

Two strategically located, state-of-the-art facilities, only an hour away.

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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‌Only two hours away from South Florida, less than four from NYC, and with five international airports. The Dominican Republic is a place like no other, featuring astounding nature, intriguing history, and rich culture.

The Dominican Republic has many near-shore advantages. The geographical, political, cultural, and technological benefits make the DR a standout BPO hub in the Western Hemisphere.

Language Proficiency

‌Bilingual workforce positioned in a perfect nearshore destination.

‌A strong public-private alliance puts focus on English competency in high schools.

‌Bilingual fluency makes customer engagements in both English and Spanish common.

Motivated and flexible workforce, ready to elevate your customer experience.

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Team

CULTURAL COMPATIBILITY

‌Significant U.S. affinity and cultural alignment.

‌Many workers have either been previous residents, educated in, visited, or have relatives living in the U.S.

‌Santo Domingo, home to over 3 million residents, draws some of the region’s best and highly-skilled nearshore talent.

Dominicans are widely recognized as incredibly friendly, outgoing, and solution-oriented.

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.

Orientación Nuevos Empleados
Team

‌INDUSTRY EXPERTISE

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

‌We are experts in customer lifecycle management.

‌We make deep investments in exponential technologies to enhance customer interactions.

The Dominican Republic has become a BPO mainstay for North American companies due to a large talent pool, low costs, and cultural similarity.

ROBUST INFRASTRUCTURE

The Dominican Republic utilizes the most modern and cost-efficient IT and telecommunication systems in the region.

‌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.

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Buildings City

Economic & Political Stability

Companies benefit from a skilled, bilingual workforce, strong business environment through Free Zones, and an ideal location.

‌Political Stability taking 6th place in the World Bank Governance Indicators, being greater than at least 15 Latin American countries.

Most increased growth in Latin America 2012-2019; main FDI recipient in the Caribbean.

‌Free trade agreements with 48 countries that facilitate negotiations and access to 900 million consumers.

‌Protection and incentive to foreign investment, highly supported by the Dominican government.

SANTO DOMINGO SITES

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Where everyone belongs
Located in DR’s capital of Santo Domingo, ERC has two distinct campuses (Naco and San Isidro) within a few short miles from each other.
A people-first culture
We invest in our people through employee engagement, on-site cafeteria, and medical services, career development and private security 24/7, 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
ERC is in the heart of Santo Domingo, with the community very much in our hearts. We contribute our time and resources to charitable organizations throughout the Dominican Republic.
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Naco SITE

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SAN Isidro SITE

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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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