VelocityEHS
Making workplaces safer and more sustainable.
Chicago, IL

Customer Care Specialist I

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  • GENERAL DESCRIPTION:

    VelocityEHS differentiates it’s offering in the marketplace by providing service and support that is unparalleled in its industry.  As Customer Care Specialist, you are tasked with delivering on that expectation.  From front-line general inquiries to technical and product support troubleshooting, you ensure we understand our customers’ concerns and then surpass their expectations in managing them through resolution.

    The ideal candidate has a passion for customer service and is talented with troubleshooting and customer facing skills in a Software as a Service (SaaS) environment. Our Customer Support Specialist is responsible for managing the customer’s support experience using these products and services, while ensuring that all requests are handled and documented appropriately. Additionally, in this role you will have close ties to our Product and Technology team as you work with them to coordinate resolution of customer issues, improve business processes, and present product feature/enhancement ideas from our customers.

    TheVelocityEHS work environment is dynamic, innovative and entrepreneurial.  We have a results-oriented culture that demands intelligence, teamwork and follow-through.  If you have these qualities and are a self starter with creativity and a strong work ethic then this is the job for you – check out the details below and apply now.

    PRIMARY DUTIES AND RESPONSIBILITIES:

    Key Responsibilities include, but aren’t limited to:

    • Provide prompt, courteous service to VelocityEHS clients via phone, email and web
    • Apply critical thinking and problem-solving skills to research, troubleshoot and guide clients through the VelocityEHS product suite in order to solve the clients’ issues/inquiries/concerns/needs; while maintaining ownership of the case and follow through to completion
    • Become an expert in all VelocityEHS products and services
    • Accurately document all Customer interactions in Salesforce.com
    • Initial trouble-shooting, documentation, and follow-up on all customer issues that may require escalation to CC Support Specialist II, CC Supervisor or engineering teams (Product Dev or Content Team) for resolution
    • Work closely with CC Specialist II and CC Supervisor to ensure that customer cases are resolved and documented correctly and in a timely manner, with regular follow-up on open, escalated, cases
    • Assist the Client Onboarding Team with technical matters during new customer on-boarding
    • Assist with the management of the customer Change of Contact program
    • Assist with the proper closure of delivery follow ups
    • Accurately document and submit customer training requests for the Client Onboarding Team
    • Contribute to the Customer Care Knowledge base (Support Articles – Submission & Updates)
    • Probe for sales opportunities for additional products and/or services
    • Other Customer Care related duties as assigned

    SKILLS/QUALIFICATIONS/ WORKING CONDITIONS:

    Minimum Skills & Qualifications:

    • Experience in customer service or support role
    • Excellent interpersonal and customer service skills
    • Experience troubleshooting and learning new software quickly
    • Strong written and verbal communication skills
    • Working knowledge of MS Office (Outlook, Word, Excel) and internet browsers
    • Experience motivating self while working independently; can also be an effective team member
    • Experience effectively multi-tasking and prioritizing daily responsibilities
    • Must be comfortable working 40 hours/week on the phone and with a PC
    • Must be able to cover a Mon – Fri, 7am and 4pm CST shift

    Preferred Skills & Qualifications:

    • Customer service experience supporting web based products
    • Bachelor’s degree in appropriate discipline
    • Experience troubleshooting and resolving user side product and technical issues
    • Experience with CRMs, specifically Salesforce.com
    • Technical Support or Helpdesk experience, a plus
    • HDI or similar certification
    • Familiarity with Acrobat Reader (PDF documents)
    • Proficiency with multiple browsers (Internet Explorer, Chrome, Firefox, Safari)

    COMPANY DESCRIPTION:

    At VelocityEHS (formerly MSDSonline) we’re all about helping companies around the world promote a safer work environment for their employees. We develop innovative on-demand (cloud-computing technology) safety and compliance management solutions that enable our customers, environmental health and safety (EHS) professionals in a wide range of industries, to work faster and more cost-effectively in administering their overall safety compliance programs.

    Headquartered in the heart of downtown Chicago, VelocityEHS is much more than just a place to work. VelocityEHS has cultivated a unique environment where success is both a journey and an everyday occurrence. We work hard and play hard because we love what we do. We place a high value on teamwork, and at the same time, look for individuals who are self-motivated and willing to take risk to help the company advance.

    VelocityEHS offers many benefits, including:  paid time off, health/dental insurance, 401(K) plan, casual dress, transit benefit program and more. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. We welcome and encourage diversity in the workplace.

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What are VelocityEHS Perks + Benefits

VelocityEHS Benefits Overview

Here at VelocityEHS, we place a high value on teamwork and understands that a great culture and work environment help to generate innovative ideas. Our employees are self-motivated, hard-working, enthusiastic and enjoy a great work-life balance.

Culture
Volunteer in local community
VelocityEHS partners with local nonprofits to create volunteer opportunities for our employees, who all have up to 2 days volunteer time to use each year.
Partners with nonprofits
VelocityEHS partners with various local nonprofits for volunteer events, such as One Tail at a Time, Cradles to Crayons, Habitat for Humanity and Ronald McDonald House.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person revenue kickoff
Summer hours
President's club
Employee awards
Flexible work schedule
VelocityEHS provides employees with a work schedule that includes Summer hours, and flexible start and end times as needed to accommodate their busy lives.
Remote work program
We have transitioned fully to a remote-first work model, which allows our employees the flexibility they need to manage work around their lives - not the other way around.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
VelocityEHS has dedicated training, both at an employee and leadership level, to help continuously educate our community to better understand their own bias and others experience.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Mosaic celebrates cultural diversity at VEHS, FEM is dedicated to the empowerment of women in our community and Pride works to create a safe & open Workplace for LGBTQIA+ Colleagues and Allies.
Hiring practices that promote diversity
VelocityEHS is dedicated to broadening our recruiting pipeline by ensuring inclusive employer branding, leveraging diverse job boards and partnering with schools with diverse student body populations.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute up to $2750 annually to their FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
VelocityEHS partners with Bright, an online wellness platform that provides 20 hours of live fitness, mindfulness and health programming every day to our employees around the globe.
Team workouts
VelocityEHS always participates in the annual JP Morgan Chase corporate challenge, but we also offer group workouts like bootcamps and yoga throughout the year.
Mental health benefits
VelocityEHS offers Modern Health to all of our employees, a global mental wellness platform that provides several modalities of care including counseling, coaching, and self-paced online courses.
Financial & Retirement
401(K)
401(K) matching
VelocityEHS 401(K) retirement plan matches 50% of an employee's contribution up to 5% of their annual base salary.
Child Care & Parental Leave Benefits
Generous parental leave
VelocityEHS has increased their parental leave policy to 16 weeks of paid leave for birth parents and 6 weeks total of paid leave for non-birth parents.
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
VelocityEHS employees receive between 17 and 32 days per year of paid time off based on years of service, not including additional volunteer and reflection days.
Paid volunteer time
All employees start with 1 day of paid volunteer time per year. We also offer all employees a "day of reflection" to use for personal celebration or education.
Sabbatical
Eligible employees get 1 month sabbatical after 10 years of working at the company.
Paid holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Employees have access to Bright, an online fitness platform offering 20 hours of fitness and wellness live programming every day.
Home-office stipend for remote employees
Employees receive $100 per month to spend how they see fit to optimize their work from home experience.
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
The Eagles Education program pays for qualified employees to earn advanced degrees and certifications as it related to their career development and growth.
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

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