Customer Expereince Specialist l

Job Description

Job Description

VGM Education partners with healthcare organizations and individuals to develop & support employee skills and ensuring industry specific compliance. Managing and creating education is what we do best - which allows our customers to focus on what they do best.

Position Summary

VGM Education offers online learning for clients in the healthcare industry across the country. In this role, you will be responsible for monitoring calls, chats, and inboxes daily to ensure a high level of customer satisfaction. You will be trained on our system to assist with inquiries related to password resets, reporting, user navigation, and troubleshooting. Additionally, you will support the team with training sessions and projects as needed under routine supervision.

In addition to being the best in the business when it comes to customer interactions, you will need to be a confident, fully engaged team player that is dedicated to bringing a positive and enthusiastic outlook to work each day.

Responsibilities / Duties of the Job

• Monitor and manage calls, chats, and inboxes to ensure timely and effective customer support
• Create and document tickets in Hubspot for each customer interaction to maintain accurate records
• Support the team with training sessions and projects as needed, under routine supervision
• Demonstrate independence and proficiency in handling tasks and responsibilities
• Appropriately escalate customer issues or concerns
• Maintain a positive and professional attitude while working with others
• Recognize customer engagement opportunities to upgrade clients and boost customer engagement and retention
• Perform other duties as assigned

Position Qualifications

Education / Experience

Skills and competencies :

Physical Requirements :

This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Reasonably related additional duties may be assigned to the individual Associate.

VGM Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.