Customer Care Specialist

VGM Group, Inc•Waterloo, IA

5d•Onsite

About The Position

VGM Forbin provides website development, digital marketing, and managed IT solutions for the healthcare, banking, retail automotive, and many other industries. The Customer Care Specialist is a highly engaged team member responsible for providing quality service to our customers while supporting business needs. A Customer Care Specialist (CCS) is the main point of contact for VGM Forbin customers who may be experiencing web-related issues or have questions about sales, billing, and more. The CCS will play a key role in our day-to-day client needs, communicating with both internal and external teams, and leading various projects. As a valued member of the Forbin team, this individual will be supported in continuous development while being challenged to solve problems and improve efficiency. Major characteristics that will help in this role include a positive attitude, drive, and self-motivation as well as a natural strength in providing friendly service.

Requirements

Previous customer service experience with a dedication to providing a meaningful and memorable client experience.
Experience with project management tools to assist with project development and communication to internal team. This includes Atlassian products (ServiceDesk)and Kaseya (Autotask) and internal tools (FRED).
Experience prioritizing tasks and adapting as needed to meet customer needs.
High School diploma required, or equivalent education and experience.
MS Excel, Word, Outlook, and Power Point proficiency.
A highly adaptable attitude with the ability to change direction quickly.
Excellent organizational skills with strong attention to detail.
Proactive and self-motivated with an ability to take direction in a very fast paced environment with a calm service-oriented demeanor.
Work ethically and with integrity, including maintaining client and firm confidentiality.
Professional, service-oriented attitude with calm, pleasant, and business-appropriate phone manners.
Exemplary verbal and written communication skills with the ability to communicate in a clear, professional manner.
Ability to work independently and learn quickly as well as work collaboratively within a team environment. "Team Player" mindset and doing whatever is needed, big or small.
Willingness to learn and succeed.

Nice To Haves

Associate or bachelor's degree preferred.

Responsibilities

Provide high-quality service to customers primarily via ticketing systems, phones and email communication.
Respond to customer inquiries professionally and in a timely manner. Own proactive communication with the client and team until the question is answered or issue is resolved.
Identify concerns or issues and escalate as needed to appropriate team members, following through until resolution.
Work directly with clients and the production team to guide and execute requested changes.
Collaborate with sales, billing, production, technical, and cross-functional teams to ensure seamless customer experience.
Document errors, requests, technical issues, compliments, complaints, and fixes in ticketing system(s).
Maintain expert-level knowledge of Content Management System (VPanel) and provide training to customers and internal stakeholders, developing and documenting training resources for internal and external use.
Identify customers' needs to take proactive steps to maintain positive experiences.
Help to foster loyalty among existing customers to increase the average lifetime value.
Implement customer care processes and systems, conducting research and making recommendations to improve customer care processes, workflows, and efficiency.
Analyze customer feedback and take proactive steps to support the enhancement of products or fix customer issues.
Work with production on quality assurance reviews before site Go-Lives.
Support Forbin leadership in communication and outreach efforts.
Assist in planning and executing projects for clients or for internal business needs.
Perform other duties and complete other projects as assigned.