Edtech.com's Summary

Vector Solutions is hiring a Customer Care Representative to provide exceptional customer support through phone, email, and chat by troubleshooting, resolving issues, and assisting with administrative tasks. The role involves engaging empathetically with customers and internal teams, managing support requests via CRM tools, and contributing to knowledge resources while meeting key performance indicators.

Highlights

Act as first-level contact for customer inquiries using phone, email, and chat.
Utilize internal CRM and ticketing systems, such as Salesforce, to manage support requests.
Troubleshoot customer issues remotely using diagnostic techniques and screen-sharing.
Create customer-facing support articles for knowledge base maintenance.
Collaborate with accrediting bodies on behalf of customers.
Require 1-2 years of customer service experience with strong communication skills.
Proficient in Microsoft Office suite, browser software, and adaptable to learning new tools.
Capable of working independently and within cross-functional teams across departments.
Must possess problem-solving, critical thinking, and conflict de-escalation skills.
Flexible to work rotating shifts and occasional overtime.

Customer Care Representative Full Description

Customer Care Representative
WFH Flexible • Tampa, FL • Customer Care

Description

Vector Solutions serves everyday heroes by delivering intelligent software solutions that empower them to make safer, smarter, better decisions. We believe passionately in providing critical knowledge, when, where, and how they need it. Everything we do - from learning to workforce management to risk reduction and beyond - is done to elevate the safety and success of our clients and the communities they serve. Join our mission.

The goal of the Customer Care Representative is a concentrated focus on providing outstanding customer care in response to all incoming support inquiries in a fast-paced, high volume, customer support environment. This person attentively responds to, troubleshoots, and resolves customer reported issues effectively and efficiently. This person 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.

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
Meet defined KPI (key performance indicator) goals
Additional duties as assigned.

Requirements

1-2 years’ customer service experienceExcellent phone and conversational skills in addition to well-developed writing skills
Previous experience with Salesforce or other customer relationship management software desirable
Customer Service oriented attitude with a combination of terrific customer skills, attention to detail, and expertise in resolving customer issues quickly
Versatile, resilient, responsive to change, and has a willingness to assist other team members and their needs
Comfortable working independently with minimal supervision
Time management, goal setting and prioritization capability
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
Efficient problem-solving and critical-thinking skills utilizing all available tools and information
Customer experience driven and focused
Ability to defuse potentially tense situations
Ability to work rotating shifts and occasional overtime
Preferred basic understanding of Salesforce and Jira software

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

What We Value:

Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

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.

Original Job Description

Customer Care Representative
WFH Flexible • Tampa, FL • Customer Care

Description

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
Meet defined KPI (key performance indicator) goals
Additional duties as assigned.

Requirements

1-2 years’ customer service experienceExcellent phone and conversational skills in addition to well-developed writing skills
Previous experience with Salesforce or other customer relationship management software desirable
Customer Service oriented attitude with a combination of terrific customer skills, attention to detail, and expertise in resolving customer issues quickly
Versatile, resilient, responsive to change, and has a willingness to assist other team members and their needs
Comfortable working independently with minimal supervision
Time management, goal setting and prioritization capability
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
Efficient problem-solving and critical-thinking skills utilizing all available tools and information
Customer experience driven and focused
Ability to defuse potentially tense situations
Ability to work rotating shifts and occasional overtime
Preferred basic understanding of Salesforce and Jira software

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

What We Value:

Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

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