Customer Care Representative

Description

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions.

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. 

This position has a hybrid work schedule, with 1-2 days in office.  

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 

Requirements

• 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 
• 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 
• Must be able to wear many hats, have a positive attitude, and desire to take on additional responsibility 
• 1-2 years’ customer service experience 
• Previous experience with Salesforce or other customer relationship management software preferred 
• Prolonged periods of sitting at a desk and working on a computer 
• May occasionally lift up to 15 pounds 

What You Can Expect From Us:

• Friendly, open, and casual work environment (ditch the suit & tie)
• Comprehensive, quality benefits package effective first of the month following your date of hire
• Matching 401(k) retirement plan
• Healthy work-life balance with flexible work arrangements and generous time off
• Educational assistance available for all employees
• Generous referral incentive program
• Company social events
• 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 wh