Customer Care Representative - Talent Pool

Description

Vector Solutions is a leading, AI-enabled, performance platform powering safe, compliant, and efficient operations for the public, educational, and commercial sectors. We bring training, safety, and workforce operations together to boost readiness, reduce risk, and drive high-performance results for the everyday heroes who count on us.

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.

What We’re Looking For:

• 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.

• Specific knowledge/experience may be required based on sector.

• Works during business hours from 8:00 am through 5:00 pm Eastern Standard Time, Monday through Friday, and other hours as needed.

What You Can Expect From Us:

• Friendly, open, and casual work environment

• Hybrid work with 1 onsite day per week

• Health HMO coverage up to P200K

• Free dependent upon regularization

• Group life insurance up to P1M coverage

• PTO max of 20 days per year

• Employee Resource Groups

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.