Edtech.com's Summary

Vector Solutions is hiring a Customer Care Representative to be the first point of contact for customers of its training, safety, and workforce operations software. The representative answers incoming support inquiries by phone, email, and chat in a fast-paced, high-volume environment, troubleshooting and resolving reported issues. The role sits in the Customer Experience department and escalates unresolved issues to the next level of support.

Highlights

Respond to customer requests by phone, email, and chat as the first-level contact, and troubleshoot and resolve reported issues quickly.
Manage customer support requests in the company's CRM and ticketing systems.
Build strong knowledge of Vector Solutions' web-based products and match them to each customer's needs.
Perform remote troubleshooting using diagnostic questions and screen-sharing, and escalate unresolved issues to the next level of support.
Create customer-facing support articles for the company's knowledge repository.
Work with the accrediting bodies of several states on behalf of customers, and meet defined KPI goals.
One to two years of customer service experience with excellent phone, conversational, and writing skills.
Proficiency with browser software and Microsoft Office, with a basic understanding of Salesforce, Jira, or similar CRM software preferred.
Willingness to work rotating shifts and occasional overtime, comfortable working independently and with cross-functional teams.
Hybrid, full-time role in Tampa, Florida paying $20 to $23 per hour.

Customer Care Representative Full Description

This role serves as the first point of contact and must engage with customers as well as internal team members with empathy, curiosity, and care as they seek to provide the best possible experience. The goal of the Customer Service Representative is a concentrated focus on providing outstanding customer service in response to all incoming support inquiries in a fast-paced, high volume, customer service environment. The person in this role attentively responds to, troubleshoots, and resolves customer reported issues effectively and efficiently.

What You’ll Do

Act as first-level contact to customers utilizing communication tools such as phone, email, and chat.
Provide outstanding care by responding quickly to all customer requests, both internal and external, in a professional and timely manner
Initiate and complete a variety of day-to-day tasks in support of Customer Services’ efforts to effectively serve customers.
Adeptly utilize internal Customer Relationship Management (CRM) and ticketing tool systems to manage customer support requests.
Develop a strong knowledge of Vector Solutions web-based products and be able to align these solutions to meet the specific needs of each customer.
Assist with administrative tasks and other special projects as needed.
Work with the accrediting bodies of several states on behalf of the customers.
Create customer-facing support articles for our knowledge repository.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Direct unresolved issues or feedback to the next level of support personnel.
Efficient problem-solving and critical-thinking skills utilizing all available tools and information.
Meet defined KPI (key performance indicator) goals.
Other duties as assigned.

Requirements

1-2 years’ customer service experience.
Excellent phone and conversational skills in addition to well-developed writing skills
Customer Service oriented attitude with a combination of terrific customer skills, attention to detail, and expertise in resolving customer issues quickly.
Comfortable working independently with minimal supervision.
Thrives working in a team environment including cross-functional teams across departments.
Proficient in browser software, Microsoft Offices suite (Excel, Word, PowerPoint, Office) and the ability to learn additional software.
Ability to adapt to new conditions, assignments, and deadlines.
Proficient in troubleshooting and screen-sharing practices
Ability to defuse potentially tense situations.
Basic understanding of Salesforce and Jira or other customer relationship management software preferred.
Ability to work rotating shifts and occasional overtime
Must be able to wear many hats, have a positive attitude, and desire to take on additional responsibility

What You Can Expect From Us

Friendly, open, and casual work environment
Comprehensive benefits package effective the first of the month after hire
Matching 401(k) retirement plan
Healthy work-life balance with flexible work arrangements and generous time off
Generous referral incentive program
Tuition Reimbursement Program
Pet Insurance
OnePass Gym/Wellness Discount Program
Calm Health-Employee Membership
Company social events
Employee Resource Groups
Philanthropic opportunities

Compensation: $20 – $23 per hour. The base salary range provided is a good-faith estimate at the time of posting. Actual pay may vary based on factors such as skills, qualifications, experience, and work location. Compensation will always comply with applicable state and local pay laws, including but not limited to those in California, Colorado, New York, and Washington.

Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, or status as a protected veteran.

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Customer Care Representative

Edtech.com's Summary

Customer Care Representative Full Description

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