Customer Care Representative

Vector Solutions is a leading software company delivering an 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.

• 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.

• 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.

• Ability to defuse potentially tense situations

• Ability to work rotating shifts and occasional overtime

• Must be able to wear many hats, have a positive attitude, and desire to take on additional responsibility

• 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

• One Pass Gym/Wellness Discount Program

• Calm Health-Employee Membership

• Company social events

• Employee Resource Groups

• Philanthropic opportunities

• Teamwork
  - Above all, we’re a team. We give and value feedback. We support…