Customer Support Representative

Veriforce•Louisiana, LA

8d•Remote

About The Position

At Veriforce, we help companies in high-risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful analytics and insights. Beyond software, we offer expert support, training, and consulting so our clients can operate with confidence. Together, we’re making workplaces safer every day. At Veriforce, stellar customer service is foundational to the customer experience. We empower our customers through timely, accurate, and human-centered support. Our goal is to build trust, drive adoption, and ensure customers achieve maximum value from our products. As a Customer Support Representative, you will serve as a key point of contact for customers (contractors). You will support the CompliancePro (CPro) and Veriforce Worker Pass (VWP) platforms by handling inbound and outbound communications via phone, email, and chat, while ensuring issues are resolved efficiently, professionally, and with a strong sense of ownership.

Requirements

High School Diploma or GED required
1+ year of customer service or customer support experience (call center or SaaS environment preferred)
Typing speed of 40+ WPM
Proficiency with Microsoft Office tools
Experience using Salesforce or a CRM system preferred
Excellent written and verbal communication skills
Ability to learn quickly with strong self-learning capabilities
Comfortable managing customers and contractors by phone, chat, and email
Customer-first mindset with a high level of ownership and accountability
Highly collaborative team player with adaptability to changing workloads and processes
Open to feedback and committed to continuous improvement
Self-motivated, dependable, and focused on delivering positive customer outcomes
Strong problem-solving skills with perseverance through resolution and attention to detail
Strong interpersonal skills

Responsibilities

Handle inbound and outbound customer interactions via phone, email, and live chat
Provide professional, empathetic, and accurate support across all communication channels
Resolve product, process, and technical issues while maintaining high customer satisfaction
Resolve technical issues, troubleshoot problems, and guide customers through solutions.
Provide details about products or services, including specifications, features, and updates.
Helping customers navigate through systems, platforms, or services to improve their experience.
Addressing customer questions or concerns related to compliance, training, and requirements relevant to our company's operations.
Manage all complex contractor name changes and account mergers.
Track customer inquiries and feedback to identify trends and improvement opportunities
Proactively monitor customer health and escalate risks as needed
Encourage product adoption by sharing best practices and optimization strategies
Partner with internal teams to resolve escalations and improve the end-to-end customer experience
Accurately document all customer interactions in Salesforce (or CRM)
Maintain detailed case notes, follow-ups, and resolution tracking
Contribute insights to improve processes, knowledge bases, and support workflows