I joined Esri in June 1995 as a customer service representative (CSR) supporting users in the Boston region. In 2000, I was promoted to federal team lead and was responsible for seven CSRs. Then in 2011, I assumed the role of business analyst for the department.
Being in the CSR role is more than data entry. CSRs are responsible for quoting maintenance, processing and following up on orders, generating authorization numbers, and helping with the installation process. They have to learn about and understand our products and the business rules behind them. As they're processing orders or maintenance, they also have to ensure that the correct agreement is in place for that purchase.
As a business analyst, I'm involved in the business aspect of enterprise license agreements offered by Esri to entities domestically and internationally. One of my responsibilities is to understand the different programs in these various business areas. I'm also involved in establishing the policies we follow in Customer Service because when something new is introduced to us, it's my role to understand it and then also to be that person to implement it and ensure that we can support it.
As product experts in Customer Service, we're each responsible for understanding how certain Esri products work. Information is relayed to us through meetings with product management, product engineers, and product planners. In those meetings, it's our responsibility to think about the workflow involved, ask questions, and bring up any concerns. We also write documentation and train other CSRs on what's changing with new releases of our software.
I'm a recipient of an Esri Fellow Program grant where I was given a scholarship to get my bachelor's in business management. Not too many organizations I know of will actually help their employees grow and continue to learn and make themselves better. I'm very fortunate to have been one of the recipients of that gift.
At Esri, we're permitted to share our ideas and brainstorm and to not accept the status quo. Even if a process seems to be working well, there's always an opportunity to make it better. It's okay to offer an alternative way of doing something. The ideas and feedback I provide are respected and accepted. When I see a change made because of my idea, it makes me feel really good.
Sound interesting? Search current openings in Customer Service.