What are the responsibilities and job description for the Customer Service Specialist position at NEOGOV?
About
NEOGOV is a proud SaaS leader in the Public Sector for HR, recruiting, employee development and management; and for Public Safety for policy management, community engagement, staff scheduling, and more. Through the NEOGOV Suites, our passion is to bring efficient and more innovative solutions to public sector organizations. We are in business to serve the people who serve the people.
The Customer Service Specialist is an essential member of the Customer Support team, which is our front line serving the people who serve the people! You are the voice of NEOGOV providing world-class product support to all NEOGOV customers via phone calls, virtual meetings, and emails. You also collaborate with and support other departments to create high quality experiences for our customers. If you are passionate about excellence and helping others, you’ll fit right in!
What You Will Do
NEOGOV is a proud SaaS leader in the Public Sector for HR, recruiting, employee development and management; and for Public Safety for policy management, community engagement, staff scheduling, and more. Through the NEOGOV Suites, our passion is to bring efficient and more innovative solutions to public sector organizations. We are in business to serve the people who serve the people.
The Customer Service Specialist is an essential member of the Customer Support team, which is our front line serving the people who serve the people! You are the voice of NEOGOV providing world-class product support to all NEOGOV customers via phone calls, virtual meetings, and emails. You also collaborate with and support other departments to create high quality experiences for our customers. If you are passionate about excellence and helping others, you’ll fit right in!
What You Will Do
- Listen attentively to customers to understand what they are trying to accomplish with our products (Active Listening & Effective Questioning)
- Provide guidance, training, and troubleshooting services to resolve issues and/or empower customers to be effective and efficient in using our products
- For customers contacting us via email or other digital channels, provide service in written form and/or speak with the customer to help resolve issues, answer questions, and/or provide guidance on how best to use our products
- Provide on-going service and follow-up communication for situations which require more than one contact with a customer
- Keep your knowledge up to date about changes to our products so you understand the changes before they are released to our customers
- Continue learning and practicing with our products to grow your product knowledge to the advanced or expert level
- When situations require further investigation, execute standard operating procedures which may include replicating the issue in a test environment, researching solutions, and/or documenting the scenario for escalating to the next level of support
- Create and update cases in our case management software (currently Salesforce) with details about each interaction with a customer, including documenting a synopsis of the situation, the category of situation, and the ultimate resolution
- Learn and execute new and existing standard operating procedures to provide effective, efficient, and high-quality service
- Engage with your team members and in our team activities – fun & work combined!
- Contribute to our positive work environment
- Provide constructive feedback to help our team continue being successful
- Engaged team player with a positive and helpful attitude
- Effective communicator, verbally, non-verbally, and in writing
- Self-starter who takes the initiative to learn, practice, and improve
- Have the mindset of a continuous learner
- An empathetic problem-solver
- Authentic and passionate about high-quality service
- Hard worker capable of smoothly riding the ebbs and flows of fluctuating volumes of customer requests
- Bachelor’s Degree or 1 years’ experience in a customer service / training / implementation role – bonus points for experience supporting a Software As A Service (SaaS) product – extra bonus points for HR and/or Public Safety software
- Effective decision-making skills
- Solid analytical skills
- Time management skills
- Technically savvy
- Competitive Wages
- Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
- Generous PTO to support work-life balance
- 401K Matching
- 12-week Paid Parental Leave
- Autonomy to grow and find your career path with supportive leadership
- Company provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office.
- Inclusive and diverse work environment
