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Two Rivers Marketing · 1 day ago

Customer Care Specialist

Waterloo, IA, US

Full-time

Onsite

New Grad, Entry Level

VGM Forbin is a company that provides website development, digital marketing, and managed IT solutions for various industries. The Customer Care Specialist is responsible for delivering quality service to customers, addressing their inquiries, and collaborating with internal teams to ensure a seamless customer experience.

AdvertisingWeb Design

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

Qualification

Customer service experienceProject management toolsContent Management SystemMS Excel proficiencyCommunication skillsOrganizational skillsAdaptabilityTeam player mindsetSelf-motivated

Required

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

Operation of office equipment and using technology efficiently such as computers, phones, misc. office equipment

Visual abilities to include reading, distance vision and peripheral vision

Moving throughout the VGM facilities when needed