• Customer Success Agent

    Job Locations US-OR-Grants Pass
    ID
    2019-1063
    Category
    Client Support
    Type
    Regular Full-Time
  • Overview

    At Vector Solutions, it is our distinct privilege to serve the everyday heroes who serve others – the engineers who keep our buildings safe, the manufacturers who make the products we use every day, the first responders who protect us, and the educators who take care of our children. Through our award-winning online education, safety compliance, and performance optimization solutions, our mission is to change the world by saving lives, inspiring professionals, and elevating performance.

    Our extended Vector Solutions family has grown and evolved tremendously over the past 20 years, and we have no intentions of slowing down. Our creativity and drive have taken us from a handful of employees in Tampa, Florida to more than 400 team members all over the country. We believe in fostering a positive workplace culture that attracts talent, drives engagement, increases performance, and invests in employees’ happiness and satisfaction.

    So, if you’re innovative, passionate about what you do, and driven by the need to push boundaries in order to serve the everyday heroes that serve all of us, then search for your forever career with us at Vector Solutions.

    CrewSense is a web-based ‘Software as a Service’ (SaaS) platform utilized by Customers all across North America for managing their workforce. Our workforce management platform is in use by hundreds of Public Sector, Commercial, Manufacturing and Public / Private Utilities each and every day - solving their complex labor scheduling and human capital management needs. The Customer Success Agents primary role is supporting and guiding new customer leads through the free trial period, and ultimately to paid status. In addition, the Customer Success Agent will ensure current customers reach peak operational potential within the platform, utilizing multiple support channels and user onboarding resources.

    Responsibilities

    • Act as the first point of contact (via email, phone, and live chat) to our client base and provide outstanding service by responding quickly to client requests in a professional and timely manner.
    • Initiate and complete a variety of day-to-day tasks in support of Client Services’ efforts to effectively serve clients.
    • Assist Sales Team in providing Customers the success resources they need to ultimately transition from free trial to paid conversion.
    • Adeptly utilize CrewSense internal Customer Relationship Management (CRM), Support Ticketing platform and Customer On-boarding mechanism to manage and respond to client support requests.
    • Develop a strong knowledge of CrewSense’ web-based products and be able to align these solutions to meet the specific needs of each client.
    • Assist with administrative tasks and other special projects as needed.
    • Assist Implementation team with new Customer onboarding, system configuration and training when needed

    Qualifications

    • High School Diploma or equivalent required, Associate or Bachelor’s Degree preferred.
    • Two to five years of experience in client-facing positions within a fast-paced environment.
    • Excellent phone and conversational skills in addition to well-developed writing skills.
    • Service oriented attitude with a combination of terrific customer skills, attention to detail, and expertise in resolving customer issues quickly.
    • Excellent computer proficiency and ability to handle multiple screens in a fast paced environment.
    • Strong work ethic, comfortable working independently with minimal supervision.
    • Excellent time management, goal setting and prioritization capability.
    • Thrives working in a team environment.
    • Must be able to wear many hats, have a positive attitude, and desire to take on additional responsibility.
    • Excellent organization skills and the ability to adapt to new conditions, assignments, and deadlines.

    Benefits:

    • Bonus potential
    • Medical, dental and vision coverage
    • 401(k) matching
    • Generous paid time off
    • 10 paid holidays
    • Tuition reimbursement
    • Company social events

     

    Vector Solutions is an Equal Opportunity Employer and embraces diversity of every kind.

     

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