Customer Care Specialist

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 Specialist is to help our customers understand how to use our software to improve their job effectiveness and to maintain satisfaction with our software and our company. This person serves as the first point of contact for inbound client inquiries as well as internal team member requests. This person employs empathy, curiosity, and care as they troubleshoot and resolve complex customer issues in a timely manner. They are purposeful and effective in prioritizing needs and escalating issues as necessary. This person serves as the customer advocate. Where appropriate, this person collaborates with internal teams to provide optimal solutions, support, and the best possible experience for our customers. This is a hybrid role that will require 1-2 days in office weekly.

What You’ll Do

• Act as first-level contact to agency administrators utilizing communication tools such as phone, email, and chat
• Provide outstanding care by responding quickly to all client requests, both internal and external, in a professional and timely manner and maintain frequent communication to resolve or escalate reported issues
• Accurately and knowledgeably convey action steps toward and/or resolutions to customer reported issues
• Track, route, and redirect problems to the correct resources by escalating appropriately
• Adeptly utilize internal Customer Relationship Management (CRM) and ticketing tool systems to manage client 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 client
• Understand the customer’s business process and educate them on software features that are not being used that would fulfill their needs
• Recognize industry best practices to implement at customer sites
• Deliver creative solutions to customer business processes that aren’t currently met by the software
• Able to understand and communicate positively when requested features require additional funding or are not in the existing product roadmap and communicate these requests to the Customer Success and Product teams.
• Notify customers when new product releases are available and when system maintenance impacts availability
• Understand product development lifecycle and escalation guidelines to understand how customer requests may be fulfilled
• Assist with and lead administrative tasks and other special projects as needed
• Craft and publish Knowledge Articles and user guides for internal and customer education
• Process user registrations for the online customer Community
• Conduct FirstForward Member vetting and dispute resolution
• Participate in internal feature demonstrations to maintain knowledge of new features and corrections to software
• Provide feedback to the Product and Design teams on user observation, potential product improvements, and recurring or impactful issues in the software
• Support other Department teams as needed to provide the best possible experience for our customers
• Collaborate with Operations and Product teams to ensure timely resolutions or escalation of issues
• Versatile, resilient, responsive to change, and has a willingness to assist other team members and their needs
• Serve as a certified product specialist for two or more product lines
• 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
• 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
• 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
• PSSQL script experience preferred but not required
• 1-2 years’ customer service experience
• Previous experience with Salesforce or other customer relationship management software desirable
• Prolonged periods of sitting at a desk and working on a computer
• May occasionally lift up to 15 pounds
• Must be a U.S. Citizen with the ability to obtain Federal Security Clearance

What You Can Expect From Us:

• Friendly, open, and casual work environment
• Comprehensive, quality benefits package effective first of the month following your date of hire
• Tuition Reimbursement Program
• Matching 401(k) retirement plan
• Healthy work-life balance with flexible work arrangements and generous time off
• 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 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. Diversity, equity and inclusion guide how we build our teams and cultivate our leaders, creating a company 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’tpass 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, (including gender identity), sexual orientation, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, marital status, or status as a protected veteran.