Emergency Communications Network (ECN) prides itself on providing excellent customer service, especially during times of crisis. The ECN Client Support team plays a large role in efficiently and effectively answering clients’ questions.
The ECN Client Support team is available 24 hours; 7 days a week to answer questions and help clients launch calls. They played a key role during Superstorm Sandy, closely monitoring the CodeRED mass notification system and impending storm and making preemptive calls to hundreds of clients affected by the storm. During the storm, the team provided live, around-the-clock support assisting clients in launching millions of phone calls, text messages, emails, social media messages and CodeRED Mobile Alert app notifications.
“Leading up to the storm I received some calls from the customer service reps letting me know that if there are any questions or any problems to give them a call. One thing we’ve always liked about CodeRED is that we know you guys are always there for us, customer service has always been there and the system works, that’s the bottom line…it works,” Ken Hanks, Fire Chief of Naugatuck, CT, said.
According to ECN Client Support specialist Amanda Lee, the job requires a positive attitude, the ability to multi-task and the ability to stay calm under pressure. Team members must be reactive and proactive when communicating with customers, answering questions and anticipating the needs of clients. Specialists check on clients on a monthly basis to see if they have any new employees, need to make any updates to who has access to the system and to conduct training sessions on new system enhancements and features.
Client Support specialists regularly build strong bonds with their clients and keep in touch through LinkedIn. Lee said she enjoys bonding with customers, and being surrounded by a group of compassionate, motivated and knowledgeable team members dedicated to ECN clients.
Current clients are encouraged to call Client Support at 866-939-0911 with any questions about ECN’s products and services.