US Remote
Veriforce is the fastest-growing SaaS-technology and services company in the global supply chain risk management market. We help industry-leading companies create and maintain operating cultures and work environments that optimize safety, promote sustainability, and foster collaboration across a broad spectrum of internal and external stakeholders. What separates Veriforce from the rest is our people. We hire highly-intelligent, growth-minded individuals that team well and continuously look for new, better ways of solving business challenges.
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.
Must be located in the Eastern Time ZoneESSENTIAL 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 outboundMeet 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 actionDrive product adoption, share best practices and implement optimization strategies to help customer obtain maximum value from the solutionLiaise with other internal teams to help resolve customer concernsUpdate and Manage Salesforce to accurately document all customer interactionsWithin 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 GED1+ years of Service experience, preferably customer support in a call center environment or customer relations role.Bilingual – English and SpanishAbove average written and verbal communication skills, with the ability to express pleasant and positive intent via chat/emailEpitome of professionalism and integrity with regards to work ethicModerately "tech savvy" – possessing the ability to learn and adapt to new technologyExperience with Salesforce (or similar CRM) preferredPassionate about troubleshooting and persevering until a resolution is foundStrong 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 efficientlySelf-motivated, team-oriented, and focused on exceeding customer expectationsHere 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 of the top reasons this is a great place to work.Veriforce provides100% paid employee medical and dental insuranceMonthly contributions to Health Savings AccountsA 401(k) match that is immediately fully vestedOutstanding time off benefitsPaid time off for volunteer activitiesAll job offers will be contingent on successful completion of a drug screen and background check.
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