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Customer Service Representative

2 months ago

Bloomington, Indiana, United States Vector Solutions Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Care Specialist. As a key member of our customer support team, you will be responsible for providing exceptional service to our customers, ensuring their satisfaction with our software and company.

Key Responsibilities
  • Customer Support: Act as the first point of contact for customer inquiries, providing timely and effective solutions to their issues.
  • Issue Resolution: Troubleshoot and resolve complex customer issues, employing empathy, curiosity, and care to ensure customer satisfaction.
  • Communication: Utilize various communication tools, including phone, email, and chat, to respond to customer requests and maintain frequent communication to resolve or escalate reported issues.
  • Knowledge Sharing: Accurately and knowledgeably convey action steps toward and/or resolutions to customer reported issues, developing a strong knowledge of Vector Solutions' web-based products and aligning these solutions to meet the specific needs of each customer.
  • Problem-Solving: Efficiently utilize and manage customer care and ticketing tool systems to manage customer support requests, recognizing industry best practices to implement at customer sites and delivering creative solutions to customer business processes that aren't currently met by the software.
Requirements
  • Excellent Communication Skills: Possess excellent phone and conversational skills, as well as well-developed writing skills.
  • Customer Service Orientation: Demonstrate a customer service-oriented attitude, with a combination of terrific customer skills, attention to detail, and expertise in resolving customer issues quickly.
  • Technical Skills: Be proficient in browser software, Microsoft Office suite (Excel, Word, PowerPoint, Office), and the ability to learn additional software.
  • Adaptability: Be able to adapt to new conditions, assignments, and deadlines, with a willingness to take on additional responsibility.
  • Previous Experience: Possess 2+ years' customer service experience and be a U.S. Citizen with the ability to obtain Federal Security Clearance.
Why Join Vector Solutions?

We offer a friendly, open, and casual work environment, comprehensive benefits package, matching 401(k) retirement plan, healthy work-life balance, and educational assistance available for all employees. We value teamwork, customers first, making a difference, inclusiveness, acting now, curiosity, and ownership.