Customer Care Specialist I
- 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.