POSITION OVERVIEW
As a Customer Service Representative I (CSR I), you are responsible for handling inbound customer communications via phone, email, and live chat with expertise in one product line (ComplyWorks, CompliancePro, Verisource, PEC Learn, CHAS, et al). You will assist customers by providing product and service information, as well as resolve product and service issues in an efficient, professional, and positive manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Complete Veriforce’s “CSR I certification program” within 10 weeks of employment (expert training, course materials, and time to complete coursework provided)
- Provide effective, professional, and unparalleled support to our customers via chat, e-mail and/or phone communication – both inbound and outbound
- Meet or exceed given SLAs regarding customer satisfaction scores, response/resolution times, et al.
- Report new and/or emerging issues to appropriate stakeholders, maintaining a solution-oriented attitude, with a bias toward action
- Drive product adoption, share best practices and implement optimization strategies to help customer obtain maximum value from the solution
- Liaise with other internal teams to help resolve customer concerns
- Update and Manage Salesforce to accurately document all customer interactions
- Within 2 years of employment (or less), all reps with a CSR I certification will be required to achieve a CSR II certification (gaining expertise in another product area and a specialization) – training and compensation provided by Veriforce
QUALIFICATIONS
- High School Diploma or GED
- 1+ years of Service experience, preferably customer support in a call center environment or customer relations role.
- Bilingual – English and Spanish
- Above average written and verbal communication skills, with the ability to express pleasant and positive intent via chat/email
- Epitome of professionalism and integrity with regards to work ethic
- Moderately “tech savvy” – possessing the ability to learn and adapt to new technology
- Experience with Salesforce (or similar CRM) preferred
- Passionate about troubleshooting and persevering until a resolution is found
- Strong focus on service excellence initiatives and positive outcomes.
- Team player with adaptability to changes in workload, systems, and processes.
- Customer oriented: be the "owner" of the customer's experience and be able to solve inquiries effectively and efficiently
- Self-motivated, team-oriented, and focused on exceeding customer expectations
Here are just a few of the great reasons you should join our team!
- We are mission-focused and mission-driven to help bring workers home safe every day. Our training products and compliance platform help keep workers safe.
- Work with a global team! We have colleagues and customers across North America and overseas.
- Veriforce is a great place to work! Our leaders and teams cite culture as one the top reasons this is a great place to work.
- Veriforce provides:
- Medical Benefits (medical, dental, vision, paramedical)
- Critical Illness, Life and Disability Insurance
- Vacation, Sick and Personal Time Off
- Remote work
The successful candidate will have to undergo a criminal record check as a condition of their employment.
