Client Engagement Specialist
Phil, Inc.
Customer Care Representative
Vector Solutions
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- 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 experience
- Excellent 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
Benefits
- 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
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service experiencetroubleshootingscreen-sharing practicesproblem-solvingcritical-thinkingtime managementgoal settingprioritization
Soft skills
communication skillswriting skillsattention to detailresilienceresponsiveness to changeteamworkindependencecustomer-oriented attitudeability to defuse tense situations
