Job Details

Description

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+ year 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 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 worker 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 of the top reasons this is a great place to work.
Veriforce provides
100% paid employee medical and dental insurance
Monthly contributions to Health Savings Accounts
A 401(k) match that is immediately fully vested
Outstanding time off benefits
Paid time off for volunteer activities

All job offers will be contingent on successful completion of a drug screen and background check.

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Customer Support Representative - Bilingual Spanish/English