Vector Solutions

Senior Client Support Representative

Job Locations US-OH-Cincinnati
ID
2020-1127
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.

 

The Senior Client Support Representative is a member of the Client Success Team, with a concentrated focus on providing outstanding customer service in response to all incoming support inquires in a fast-paced, high volume client support environment. The Senior Client Support Representative takes a leading role with support material creation, including managing an online help center, as well as developing and updating consistent messaging, user guides, and tutorials. As an experienced member of the team, the Senior Client Support Representative will have leadership responsibilities including supervising temporary support team members and delegating work to other Client Success team members.

Responsibilities

  • Managing the incoming case support case queues, while taking an active role as a first responder to all incoming inquires, including email, phone, and chat.
  • Maintains a helpful, professional tone in all client interactions, ensuring needs are met in a timely manner.
  • Providing daily supervision and delegation to interns and temporary support team members.
  • Delegating overflow support work to the Client Success Team, when needed.
  • Hosting implementation and support webinars.
  • Maintaining an up-to-date help center with training materials, including articles and video tutorials.
  • Contributing to special projects and assisting senior team members as directed by leadership.
  • Identifying opportunities to streamline processes and gain efficiency with support responses.
  • Adhering to Service Level Agreements as directed by leadership.

Qualifications

  • BA/BS degree is preferable with three to five years of customer service experience in a professional setting.
  • Polished written and verbal communication skills.
  • Service oriented attitude with a combination of excellent customer skills, attention to detail, and expertise in resolving customer issues quickly.
  • Strong work ethic and ability to work independently with minimal supervision.
  • Excellent time management, goal setting and prioritization capability.
  • Thrives working in a team environment.
  • Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), the Internet, and the ability to learn additional software.
  • 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:

  • Commission and bonus opportunities
  • Potential to earn a spot on our annual trip to an exotic destination
  • Medical, dental and vision coverage
  • 401(k) matching
  • Generous paid time off
  • 10 paid holidays
  • Tuition reimbursement
  • Casual work environment (ditch the suit & tie)
  • Advancement opportunities and challenging career paths
  • Company social events
  • Philanthropic opportunities 

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